After evaluating all the available entries, we decided to submit our applications for “Best Automation and Robotisation Project” with EVA and “Best Cloud Computing Project”, showcasing our Omnichannel Contact Centre.

The good news filled us with joy! So we travelled to Madrid, our second home, to enjoy an evening surrounded by colleagues, friends and outstanding professionals in the industry.

After the presentation by Lourdes Álvarez, CEO of Peldaño, Alfred Nesweda, our CEO, and Carlos Jiménez, our CCO, took to the stage to receive the two awards, which undoubtedly recognise our hard work and dedication to the customer experience.

We recently launched a portfolio that covers all the solutions businesses need to communicate internally and externally. These awards confirm our leading position as a provider of all-in-one solutions that combine contact centre software, collaboration platform, fixed and mobile telephony, business numbering and artificial intelligence.

EVA: THE AI FOR CUSTOMER SERVICE

Our artificial intelligence speaks all languages and handles calls, chats, WhatsApps, SMS, emails and social media.

It excels at increasing service levels, reducing waiting times, improving the customer and agent experience, better allocating resources and increasing efficiency.

To date, EVA has successfully resolved more than 50% of requests for one of Europe’s leading airlines, or 150,000 requests out of a total of 300,000, without human intervention.

In addition to doubling agent productivity, the company has reduced costs by 50% and increased customer satisfaction by 60%.

And this is just one of many examples. Explore other automations designed for all customer service teams.

OMNICHANNEL CONTACT CENTRE

Our advanced customer service software allows agents to manage all communication channels from a single platform: calls, chat, WhatsApp, email, Click&Talk and SMS.

Supervisors, meanwhile, have full control over lines, queues and agents, and can monitor service levels from a wallboard and real-time statistics panel.

Its intuitive interface, integration with CRMs, ERPs and ticketing systems, automated call distribution and artificial intelligence capabilities take customer service to new heights.

In addition, the use of agile methodology allows us to deliver bi-monthly updates based on customer feedback, with our innovation and development team customising the tool to meet customer requirements.

THANKS AND ACKNOWLEDGEMENTS

First and foremost, we would like to congratulate our team of 1,000 people who work tirelessly and passionately, and thank our customers and partners for the trust they have placed in us, some for over twenty-five years.

We would also like to thank the members of the Platinum Customer Experience Awards Jury and the entire Peldaño team, especially María Muñoz, Contact Centre Hub Director, and Mario Martelo, Communications Consultant .

WANT TO BE OUR NEXT SUCCESS STORY?

La entrada We won two awards at the Platinum Customer Experience Awards se publicó primero en Enreach ES.

With over 10 years’ experience in sales and marketing roles at multinational companies, it’s no surprise that Contact Center Hub arranged an exclusive interview to meet him in person and ask him some questions about the impact of customer experience in the contact centre sector.

WHAT ARE YOUR GOALS IN THIS NEW ROLE AT ENREACH?

Certainly to learn from a leading company in the industry with a pan-European presence, over 1200 employees and years of experience as a leader in UCaaS and CCaaS. At the same time, I would like to contribute and apply my previous experience in the contact centre sector, from working in the contact centre, to being a customer of the contact centre, to the last seven years in technology for the contact centre. I believe this perspective, combined with the vast experience of the Enreach team, will help us achieve our goals and position us as a leader in the CCaaS sector.

IN THE CURRENT CONTEXT, HOW DO YOU SEE THE EVOLUTION OF CUSTOMER EXPERIENCE AND ITS IMPORTANCE IN THE INDUSTRY?

It’s necessary, important and fundamental to the environment we live in. Technology is advancing at a rapid pace, and the unfortunate pandemic we’re experiencing has served as a catalyst for this.

“The evolution of CX is necessary, important and fundamental.”

But we cannot rely on technology alone. It is just the tool that end-user and contact centre professionals rely on to deliver that CX to the customers they serve – a demand that is only going to grow. That’s our vision.

WHAT ARE YOUR VIEWS ON FUTURE TRENDS IN CX AND HOW DO YOU PLAN TO INCORPORATE THEM INTO ENREACH’S STRATEGY?

In my opinion, current and future trends revolve around enhancing the human touch in customer interactions by freeing agents from repetitive and basic tasks where technology plays a significant role – smart IVRs, chatbots, voice bots, routers, etc. – and streamlining operations. This, in turn, allows agents to bring all the talent and personal touch that today’s customers require and demand when they interact.

“Current and future trends revolve around enhancing the human touch.”

To this end, the omnichannel vision of the solution is crucial in understanding our customers, regardless of the channel they use to contact us. In this way, they feel known and recognised, which goes a long way to providing excellent service.

WHAT ARE YOUR SHORT AND LONG TERM GOALS FOR ENREACH IN TERMS OF GROWTH AND SUCCESS IN THE MARKET?

In the short term, it’s about learning from this great multinational company, a leader in the industry. On this learning journey, I want to contribute and apply my experience. This mutual exchange will strengthen our knowledge and values and will undoubtedly help us to achieve our clear and ambitious goals: to lead the CCaaS sector hand in hand with our customers, guided by a clear motto: The perfect balance between people and technology.

La entrada Meet the new head of CCaaS sales at Enreach Spain se publicó primero en Enreach ES.

On-premise versus cloud computing is often a highly debated topic due to the pros and cons of each option. On-premise solutions, which are hosted on a company’s own premises, allow you to develop your own customisations and implement your own security measures. However, hosting your own call center software can be expensive, and on-premises systems can also be inflexible and difficult to scale. In contrast, cloud software, hosted by a third-party provider, is more flexible, scalable, and cost-effective than on-premises solutions.

The decision on which model is best depends on each organisation’s unique requirements and type of business. Having a fundamental understanding of the two options will help you make an informed decision about which is best for your business and contact center.

On-Premise Versus Cloud Computing

1) On-Premise

As the name implies, a company on its own hardware and within its own facilities hosts on-premise software. This means that the organisation is responsible for tasks such as:

• Purchase of software licenses.
• Installation and testing of new versions.
• Purchase, hosting and administration of servers and other related hardware.
• Network maintenance.
• Manage databases.
• Protection of systems and data.

On-premises call center solutions are often associated with legacy systems, but there are still vendors producing current on-premise call center software.

What Are the Advantages of On-Premise?

• Full control over data security.
• Possibility of customising the software.
• Limited or no dependence on Internet connections.

What Are the Disadvantages of On-Premise?

• Inflexible scaling.
• Potentially high IT overhead.
• The software may not include the latest updates.

Therefore, an on-premise solution may not provide the flexibility and innovation a business needs to be competitive, but the fact that it can be customised and organisations can employ their own security measures makes on-premise software the option suitable for some of them.

2) Cloud Computing

More and more companies are adopting cloud-based solutions, and the pandemic accelerated the adoption rate because remote workers, including contact center agents at home, easily access software in a Cloud Computing environment. 

The definition of Cloud Computing encompasses a wide range of technical services, including infrastructure, development, data storage and software applications, such as cloud contact center platforms.

What Are the Advantages of Cloud Computing?

• Fast and easy scalability.
• Business agility.
• Reduced IT overhead.
• Facilitation of remote work.

Comparison between On-Premise and Cloud Computing

1) Cost of On-Premises vs. Cloud

With on-premises software, users must purchase items such as software and database licenses, hardware, and development and testing environments, as well as pay IT staff to manage them. Users typically need to purchase software licenses to reach the expected maximum volume, which means licenses may not be used during slower times in the business cycle.

In contrast, fees paid to cloud software providers are typically counted as operating expenses. And because these vary with consumption, the cloud is usually a more profitable option than on-premises software. Additionally, because the third-party vendor hosts the software, IT overhead is significantly lower. As an added benefit, companies using cloud systems never have the unplanned expense of replacing a server that suddenly fails, making cloud expenses more predictable.

2) On-Premise Security vs. Cloud Security

With on-premises systems, companies are responsible for keeping data secure. This can be an attractive feature for organisations that have the resources and experience, as well as a critical need to implement data security measures beyond those offered by a cloud software provider. However, for other companies that do not have the in-house expertise, handling data security on their own can present risks.

On the other hand, being in the cloud adds some risk to data security, but cloud software can be very secure if you choose the right cloud service provider. Software providers have teams of data security experts who focus on safeguarding data. Additionally, compliance with industry standards ensures that third-party auditors have evaluated your data security practices.

3) Control and Customisation of On-Premise vs. Cloud

One of the advantages of using on-premises software is that it can usually be customised to meet specific user needs. However, customisations are typically not supported by the vendor and can make implementing software updates more complex.

Cloud contact center software is generally not customisable, but industry-leading solutions typically include a multitude of configuration options. And, since CCaaS applications are based on call center best practices, the transition to the cloud can be an excellent opportunity for companies to revamp processes.

4) Scalability between On-Premise System and Cloud

When comparing on-premises scalability to cloud, cloud wins. Adding capacity to cloud software is simple and can be done in a matter of hours, if not minutes. Conversely, scaling on-premises applications may require purchasing more licenses and additional server capacity. The advantage of quick and easy scalability can be the deciding factor when choosing which type of platform to use.

Factors To Consider When Choosing between On-Premise and Cloud Computing

All the advantages and disadvantages that we have just analysed must take into account, which is the best option for your organisation. Additionally, you must consider:

• The time frame.
• Existing IT resources and skills.
• Budget.

It must also be taken into account that more and more companies are moving away from local software and looking to the cloud. For example Gartner projects that spending on public cloud services will increase 20.7% in 2023. That’s on top of a projected growth rate of 18.8% the year before.

Cloud Computing is not a thing of the future. It’s what today’s industry leaders are using to create the agility needed to quickly capitalise on emerging business opportunities.

Enreach’s Omnichannel Contact Center features inbound customer service software that delivers superior user experiences and optimizes customer service operations.

La entrada On-Premise Versus Cloud Computing: How To Decide, Which Is Best For Your Business And Your Contact Center se publicó primero en Enreach ES.

A recent ACSI survey of CSAT rates within industry highlights the many opportunities for improvement, with health insurance companies ranked 36th and hospitals 44th out of 47 industries compared. This survey found that customer satisfaction has been flat for the past five years and identified several key drivers of dissatisfaction, including contact centre support and digital tools. The study found that customers not only want immediate and accurate answers on the digital channels of their choice (phone, chat, WhatsApp, SMS, etc.), but they also want the agent to offer those answers with empathy and attention.

Measurement of Behaviours That Impact Patient Satisfaction

Healthcare companies want to offer the best possible patient experience (PX). Many of them, especially those working with legacy technology systems, have tried to achieve this by hiring workers to listen to hundreds of hours of random customer interactions, an expensive and time-consuming task that can be subjective and inconsistent. Without an objective way to assess interactions between agents, the practice can lead to their job dissatisfaction and insufficient understanding of CSAT trends.

This is where Artificial Intelligence (AI) comes in. To be truly successful in today’s marketplace, healthcare organisations need to be able to objectively measure and qualify the specific agent behaviours that have the greatest impact on patient and provider satisfaction levels. To do so, many healthcare companies are incorporating AI solutions into the organisation’s quality and analytics program.

How Artificial Intelligence Improves Healthcare Customer Satisfaction Scores

• Rating the agent’s soft skills behaviours, such as demonstrating empathy, active listening, or acknowledging loyalty.
• Helping agents navigate complex patient issues in real time with prompts for what behaviours are needed or the next best action to take.
• Providing agents the opportunity to positively impact their CSAT scores by highlighting the behaviours necessary to achieve their goal.
• Monitoring and managing patient satisfaction rates.

Enreach Omnichannel Contact Center Artificial Intelligence Module can help healthcare companies. How? Keep reading!

1) Putting your Chatbot and Voicebot at the Service of your Customers

Optimise your communications and increase the effectiveness of your call centre by evaluating the customer’s intention and offering the expected response 24/7. Answer all calls and messages received. Automatically solve the most frequent queries and allow your agents to focus on more important tasks.

2) Technology that Understands, Responds and Analyses

Through Enreach’s Artificial Intelligence engine, you can train your bot to understand the needs of your customers and resolve their queries. Connect our bots with external systems and complete their responses with information from your customers. In addition, you can configure the bot with more than 120 languages, collect information from each interaction, analyse why they contact you and improve responses.

In the highly complex and rapidly changing healthcare industry, customer satisfaction has never been more important. Agent behaviours have a direct influence on patient satisfaction levels, and companies need to understand how these behaviours influence the bottom line if they want to succeed in a highly competitive marketplace.

Common Challenges for Healthcare Organisations

Most call centre interactions in a healthcare organisation are initiated to address something that has gone wrong. These factors put a lot of emotional and performance pressure on the contact centre agent, making soft skills like empathy, active listening, setting expectations, and effective questioning incredibly important. Some of the challenges in delivering better CSAT and customer experiences may include:

• Siloed data: There are large volumes of patient data available, but the data is siled between different types of providers and types of insurance, etc.
• Multi-stakeholders: Agents are tasked with serving multiple stakeholders, including the patient and the care provider.
• Multiple channels: Patients expect to be able to use multiple channels to communicate and find information from their health care providers.
• Generational differences: All age groups need health care but have different preferences for how they want to interact with the health care organisation.
• Resolution of complex queries: Call centre agents have the task of managing a wide range of patients. Almost all interactions are likely to be highly personal and require trained agents who can provide timely, personalised, and empathetic service.

La entrada How Artificial Intelligence Improves Healthcare Customer Satisfaction Scores se publicó primero en Enreach ES.

Top 5 Benefits Of AI Chatbots In Healthcare

1) Improved Patient Engagement

AI chatbots can help patients interact with their healthcare providers more effectively by answering questions, providing information about treatment options, and offering support for chronic health issues.

2) Personalised Attention

AI chatbots can use patient data to personalise the care experience. As? Making recommendations based on patients’ histories and preferences, as well as ensuring they receive the right treatment at the right time.

3) Improved Efficiency

AI chatbots can handle routine tasks like appointment scheduling, recipe generation, and basic sorting. This allows healthcare providers to focus on more complex tasks, improving overall efficiency.

4) Greater Accessibility

AI chatbots can offer healthcare services to patients who may not have access to traditional healthcare facilities. This is particularly beneficial in more isolated or underserved areas.

5) Improved Outcomes For Patients

By improving engagement, personalising care, improving efficiency, and increasing accessibility, AI chatbots can ultimately lead to better patient outcomes. Those who are more committed to their care are more likely to stick with treatments and achieve better health outcomes.

Overall, AI chatbots have the potential to revolutionise the healthcare industry. By enhancing patient engagement, personalising care, improving efficiencies, increasing accessibility, and improving patient outcomes, they offer significant benefits to patients, healthcare providers, and the healthcare system as a whole.

The Enreach Omnichannel Contact Center Artificial Intelligence Module provides the following functionalities to improve patient care and experience (PX):

1) Chatbot and Voicebot, at the Service of Your Customers

Optimise your communications and increase the effectiveness of your call center by evaluating the intention of the patient and offering the expected response 24/7. Answer all calls and do not leave any messages on seen. Automatically solve the most frequent queries and allow your agents to focus on other more important tasks.

2) Technology that Understands, Responds and Analyses

Through our AI engine you can train your bot to understand the needs of your patients and solve their queries. Connect our bots with external systems and complete their responses with information from your patients. You can configure the bot with more than 120 languages, as well as collect information from each interaction, analyse why they contact you and improve responses.

La entrada Top 5 Benefits Of AI Chatbots In Healthcare se publicó primero en Enreach ES.

This can lead to the abandonment of important aspects, such as customer service, whose satisfaction rate decreases by 45% in the summer, according to the American Customer Satisfaction Index. Businesses need to be aware that maintaining adequate quality of customer service is crucial, as consumers continue to face issues and complaints, and any oversight could lead to customer loss. In this sense, for the tourism sector, maintaining excellent customer service management during the summer is key to success, since it is a period of high demand and activity.

How To Transform Business Customer Service This Summer?

Aware of this context, since Monday, July 24, Enreach, a European provider of convergent communications solutions for companies, has launched a special promotion aimed at all companies seeking to optimize their communication services during the summer season. This exclusive offer includes free quotas for the Virtual PBX and Omnichannel Contact Center services, as well as the possibility of contracting mobile lines at no additional cost.

1) The Enreach Virtual PBX allows you to automate call management, unifying lines and extensions, reducing waiting times and ensuring that no call is lost. This tool simplifies telephone management, providing greater control and efficiency in customer service.

2) Enreach’s Omnichannel Contact Center allows customers to contact companies from their preferred channels, which includes the possibility of resolving their queries through Artificial Intelligence and being connected with the most appropriate agent thanks to the Smart Routing system. For agents, the management of all conversations is simplified in a single web application, providing a comprehensive view of all interactions. At the same time, those responsible for the company can monitor the level of service offered in real time and analyse the results to make the right decisions. The highlight of this Omnichannel Contact Center lies in its intuitive control panel, which allows you to configure every detail according to the specific needs of each business, guaranteeing complete customization adapted to your objectives.

3) Incorporate free mobile lines, providing the flexibility and mobility necessary to stay connected with clients and teams during the summer season. It should be noted that these rates stand out for including features similar to office telephones and allow them to function as one more extension within the PBX. This differentiating offer provides companies with greater advantages and functionalities in their communication.

“Summer is a time when some companies relax and believe that some services such as customer service are not so necessary, but they are wrong. With this promotion, the most important in our history, our objective is to help companies maintain exceptional customer service during the summer season, automating call management and facilitating communication through preferred channels, while taking advantage of Artificial Intelligence and Smart Routing for a personalized and efficient experience,” concludes Carlos Jiménez, Commercial Director of Enreach.

La entrada How To Transform Business Customer Service This Summer? se publicó primero en Enreach ES.

Omnichannel communication is a multi-channel approach to communicate with customers seamlessly. It is a unique way to provide integrated CX across different channels.

What Are the Advantages of Omnichannel Marketing? 

1) Increase Brand Visibility

In the digital world, companies use the appropriate channel to promote their product and increase their visibility among the target customers. This helps build trust with prospects as they form an emotional connection to the brand.

2) Save Time

Through digital means, prospects can collect all the relevant details of the product and learn about the experience of others who used it. This helps them make a quick decision, instead of deliberating for a long time.

3) Increase the Conversion Rate

Through paid advertisements, a company can promote its brand on different channels, forging a memory in the customer’s mind. This drives the customer toward purchasing the product or service, increasing conversion rates and overall revenue.

The importance of omnichannel marketing is quite palpable because it helps build a strong relationship between companies and customers that can last for a long time. Through advertisements, organisations promote their products on different digital channels such as websites, social media platforms, and apps. Whenever a customer clicks on the ads, they are redirected to the company’s website, which has more details about the product on offer.

In addition to ads, companies also post articles, blogs, and videos that highlight the need for their product and what sets them apart from the competition. These educational materials work as a great influencer for those customers who research online before purchasing the product. The efforts that companies make in omnichannel marketing help create a unified experience for prospects and increase their brand loyalty.

Why Omnichannel Marketing Is Important In Real Estate

For the real estate sector, omnichannel marketing is of similar importance. Real estate companies use various digital mediums to promote their upcoming properties and attract prospects.

In this effort, integration with CRM software like Zendesk, Salesforce, or Dynamics plays a vital role in optimising customer engagement across all channels. Through the CRM, real estate agents can capture customer details and share important information through various digital media such as email, SMS, and WhatsApp. Developers and brokers can track the status and progress of leads in the sales funnel through the CRM and take necessary steps to increase the conversion rate.

What Can Real Estate Companies Do To Stand Out and Grow?

There are various platforms that businesses can use to promote their products, but each requires a different strategy to stand out and grow.

1) CRM Pre-Sales Calls

Calling is the most important activity and mode of communication in property sales or rentals.

2) Social Networks

Channels like Facebook or Instagram are good ways to target customers of different age groups and brand promotion. This medium helps promotion in line with current trends and creates a stronger image in the minds of consumers. Businesses can also project paid ads to target customers on these channels, helping them increase the chances of conversion.

3) Email

This is one of the most cost effective communication platforms that can be used to advertise the product and its features. It is also the most personalised form of digital communication that brands can adopt to nurture customers, where the sales team can send individual or mass emails to their leads, or even schedule them for later. It’s easy to track the effectiveness of emails and analyse the potential of leads through them.

4) Messaging

This digital channel allows you to redirect potential customers by automatically communicating with them via WhatsApp or SMS at the exact moment. Thus, queries can be answered quickly, efficiently and at any time of the day.

Enreach’s Omnichannel Contact Center allows you to connect with your customers from their favourite channels, be it WhatsApp, email, SMS or phone, among others.

La entrada Why Omnichannel Marketing Is Important In Real Estate se publicó primero en Enreach ES.

How To Improve The Efficiency Of A Healthcare Call Center

1) Avoiding Missed Calls

Most new patients are likely to come through phone calls. This is where most patients get lost: through missed calls.

In fact, according to Medical Marketing, healthcare call centers lose between 20% and 30% of calls. When a potential patient ends up on voicemail, only a small percentage will leave a voicemail; most will never call again and many will contact other providers.

2) Returning Calls In The Shortest Possible Time

When a potential patient leaves a voicemail, how long does it take for the contact center to call them back? If it is more than 24 hours, patients are lost.

In fact, research has shown in many industries that responding within 1-hour means you are 7 times more likely to get back to them. Therefore, if it is not responded with a certain speed, many of these potential patients will be lost.

3) Avoiding Delays In Responding To Online Forms

Another common problem for medical centers is in website form submissions, such as “Contact us” or “Request an appointment”. Most clinics receive these requests in an email inbox, where, pending email review, it can take a few days before a return call or email response to the patient occurs.

The delay in responses is a mistake that medical centers should not make.

4) Encouraging Contact Attempts

Whether it’s returning a call or submitting a form, the attempt to contact a potential customer should occur in the shortest time possible, but often requires multiple attempts. Simply put, most clinics give up too easily with just a few tries over a few days. This approach to customer service causes the loss of patients.

The reality is that 80% of calls go to voicemail. This means that you have to try to call at different times of the day and different days of the week.

5) Using Text Messages

Relying solely on phone calls is a risk. Medical centers must use all communication channels at their disposal, including email and text messages.

Phone calls often go unanswered or returned because they come at a time of overwork. However, texting is very effective for getting a quick response from a potential patient as to when might be the most convenient time to talk or address quick questions they’d like answered.

The additional losses due to the management of no-shows to the medical visit and cancellations are not taken into account either. According to Modern Healthcare, only 41% of practices contact patients in advance of appointments to provide reminders.

Omnichannel, Key To Increasing The Efficiency Of Call Centers

With Enreach’s Omnichannel Contact Center, users will be able to contact you from their favourite channels, resolve their queries through Artificial Intelligence (AI) and connect with the most appropriate agent thanks to Smart Routing.

In this way, the agents will be able to manage all the conversations from a single web application, you will be able to control the level of service in real time and analyse the results to make the right decisions. All this from an intuitive control panel!

La entrada How To Improve The Efficiency Of A Healthcare Call Center se publicó primero en Enreach ES.

The retail sector is constantly changing. Large businesses recognize that the sector is increasingly competitive, in part, due to technological innovations, customer expectations and changes in purchasing habits. For those who cannot adapt and react to these challenges, it will be increasingly difficult to develop and survive in the sector.

The companies that can thrive are those that strategically respond and adapt to digital trends by creating better customer selling experiences and modern supply chains, as well as using omnichannel selling strategies. The omnichannel experience allows businesses to increase their availability, improve sales and traffic, and incorporate digital touch points.

What Benefits Does An Omnichannel Strategy Bring To Ecommerce?

An omnichannel strategy improves the customer experience (CX) and increases the number of sales channels, from mobile, web or in physical stores. By having several marketing channels, sales and traffic will increase. In fact, omnichannel customers spend 15-30% more than customers who use one or more channels. According to a joint study by Google, Ipsos, MediaCT and Sterling Brands, 75% of consumers are more likely to visit a physical store if they have been able to consult information about commerce on the web. By using multiple channels, omnichannel commerce not only increases revenue from online sales, but also drives traffic to stores and increases their profits.

In addition, Enreach’s Omnichannel Contact Center adapts to all sectors and, in ecommerce, allows consumers to initiate and complete purchases in different channels. Customers can check the availability of an item and reserve it online to pick it up at the nearest store. Thanks to constant information, a better sales experience is created for customers, since businesses can develop a relationship and interact with them on a more personal and immediate level through various channels.

Another study from Harvard University found that omnichannel customers are also more likely to use retail channels, specifically digital touch points. For instance the use of mobile applications. Likewise, the study, which analysed data from 46,000 buyers, concluded that omnichannel customers provide more value than those who use a single channel.

To thrive in the competitive retail industry, merchants need to create omnichannel selling strategies that go beyond simply serving online or in-store. Instead, they should provide an integrated and seamless shopping experience so that customers continue to come to physical stores, but also consume through other online channels (for example, WhatsApp, SMS, WebChat, Click&Talk or email).

The success of an omnichannel sales strategy is not limited to having a physical store and online presence, but rather begins when retailers complement their strategy with the latest digital touch points and drive sales by offering content to customers at the right time and place.

In general, the retail industry is competitive and constantly changing. In addition, it is subject to different pressures, both competitive and technological and of other types. The rivalry is greater than ever, as digital forces are changing the way we shop and consumer-buying habits are more austere. The retail landscape is changing and its players have to find innovative ways to respond to digital transformation, consumer behaviour patterns and other challenges. In this sense, omnichannel sales have proven to be an effective solution.

How To Offer An Omnichannel Sales Experience

Offering an omnichannel sales experience is quite a challenge. It is necessary for businesses to create several contact points, standardize their (CX), associate their physical store and their online store, and improve the sales experience of each customer, all in one place.

This is not an easy task, especially when all this information is found in data silos. For example, a merchant may have an internal legacy system that needs to integrate with a mobile app or CRM system, social media platform management system, etc. In this way, businesses are forced to combine different applications, systems and processes.

La entrada Why Companies Should Adopt An Omnichannel Sales Strategy se publicó primero en Enreach ES.

Gone are the days when if someone wanted to travel, they would go to an agency and browse the brochures. Now, all that information is available on the Internet and in numerous digital channels. As consumer reach increases, so does the competition in the industry. But what exactly does a travel agency need to better connect with potential clients? A simple answer to this is to implement an omnichannel cloud contact center for your business.

What Does Today’s Traveller Need?

Currently, most customers do not visit a travel agency and book tickets or make inquiries physically, they do so through digital channels such as WebChat, WhatsApp, email, SMS, web or by phone.

For many people, traveling has become more than just enjoying a vacation. This means that customers want more detailed information about the service they are going to receive. Although there are many options available on the websites for different travel packages, it takes a lot of time to browse for the perfect package that meets your travel needs.

Customers are looking for a more convenient and faster way to plan their trips. They need the advice of someone who has more experience in the sector and who can find the ideal pack for them. This is where the role of the agents comes in, who offer the best guidance and facilitates the research work for the traveller.

What Benefits Does a Cloud Contact Center Offer Travel Agencies?

1) Improved communication

It is important that the traveller obtain as much information as possible before deciding on a travel package. Although there is a lot of information available on the website that you can browse through, nothing compares to having a conversation with a real person.

An efficient call center agent knows how to convince a client and what meets their needs and expectations. Therefore, he can help you choose the best offer according to your requirements and budget.

2) Better Customer Service

The travel industry thrives on good customer service. Successful hotels, airlines and agencies offer a superior customer experience (CX). Today’s travellers tend to communicate through various communication channels to get the information.

With a cloud call center, they can have an omnichannel integration to better serve their customers.

In addition, customers connect to the support center for multiple reasons, such as receiving real-time updates on their reservations, getting expert advice, solving any problems, etc. Being always available to attend to customer needs gives them optimal CX.

When the customer gets a great experience with a company, he comes back for future bookings and even recommends it to others, which are of great importance for the business, since the competition increases day by day and every new loyal customer counts.

3) Increased Productivity

With a cloud-hosted contact center, all calls and user interactions can be tracked. If agents have the customer’s history on the screen at all times and resume their inquiry at the point of contact where they left it, the customer experience will improve exponentially.

With more satisfied customers, productivity is bound to increase. A traveller who has had a good experience before will return to the same company when he decides to make new plans.

When the customer gets a great experience with a company, he comes back for future bookings and even recommends it to others, which is of great importance for the business, since the competition increases day by day and every new loyal customer a count.

Also, he will recommend it to other people willing to travel. With a cloud contact center, agents can also work remotely. As long as they have Internet access, they can use all the features of the cloud call center on multiple devices.

4) Saving Customer Time

Always keep in mind that a client calls because they don’t want to spend hours browsing a website to find the ideal package for them. Therefore, valuing his time is very important.

With a call center in the cloud it is possible to offer fast and efficient solutions. Also, with the integration of CRM software with a hosted phone system, agents will get all the necessary information about the customer they are dealing with.

When agents have relevant customer data, they can add a personal touch to the service the customer appreciates. In addition, the agent will not waste time collecting basic information about the customer because it will always be on the screen.

The reservation becomes easier for the client, either through a call or any other communication channel of his choice, since he does not have to search the website for the right plan, but the agent will guide him to the ideal package that meets your travel needs.

5) Improved Functionalities

Implementing a cloud contact center means that all cloud functionalities can be used, such as IVR, integration with different software, multi-channel communication, high scalability and portability, etc.

Plus, all your data can be saved in the cloud, which means you never have to worry about losing a single customer’s data. Omnichannel communication can also be provided to users so that they can connect with the agency through the channel of their choice, improving productivity.

Likewise, expanding or relocating the company will not be complicated. Since hosted call centers do not require any hardware, not only is cost saved, but scalability is also facilitated.

Conclusion

The travel industry is rapidly evolving. As the world increasingly goes digital, customers will demand even more personalization in the future. To keep up, this industry needs to adapt to new technologies in order to gain a competitive advantage. Providing customers with multi-channel communication and prompt service will lead to great customer service.

La entrada Why Do Travel Agencies Use Cloud Contact Centers? se publicó primero en Enreach ES.