What is Omnichannel Customer Service?
Omnichannel Customer Service (or Omni Channel Customer Service) is the seamless delivery of consistent service across multiple channels in real time. Omnichannel customer service integrates all channels into one unified system to provide multichannel support to customers, so they can move from channel to channel with context and ease.
When contact centers have the right customer service software in place, brands can provide the support channels and service channels customers prefer to interact in most – like live chat or phone calls via mobile devices – while offering customers the ability to seamlessly escalate complex issues to a customer support agent if/when needed.
TTEC’s Omnichannel Customer Service solutions make it possible for customer support teams to meet customers in their channel of choice and provide consistent service and orchestrate effortless customer interactions. Our omnichannel approach automates the customer journey to reduce friction and create value through the simplest path to resolution, improving customer satisfaction over time.
Additional Omnichannel Customer Service Resources
- Guide to Effortless CX: Top 4 strategies to hit the right notes in effortless omnichannel CX throughout the multi channel customer journey.
- Cloud Contact Center Trends Report : Learn about the top cloud contact center solutions to accelerate your digital transformation and deliver consistent service and customer support across channels.
- Omnichannel CX: 3 Takeaways for CX Leaders: Find out the good (and the bad) across customer service channels at leading enterprises. The results may surprise you!
- TTEC’s Effortless Omnichannel Solutions Overview : Simply turning on digital channels is not enough to stop customers from switching brands. Orchestrating customer-centric journeys focused on the easiest way to serve customers is a must.