Happy New Year to you and welcome to 2016. How did you do your Christmas shopping last year, was it online or instore.? I am sure like me, you shopped last minute online, then worried if your order would be delivered on time. Which resulted in me, inundating the business with increasingly complex requests, and complaints across a wide variety of media sources by trying web self-service first, then web-chat, on to emailing them, then a phone call, and finally taking to social media to complain about poor customer service!
Making me an omni-channel consumer.
With the growth of e-commerce, contact centres must now support retailers far beyond the fielding of simple everyday enquiries about their products.
So is 2016 going to be the true start to omni-channel adoption? According to Call Centre IQ, only 10% of businesses believe their contact centre is truly omni-channel, but 76% of businesses are moving towards it.
Enghouse Interactive can help you connect with the always-on mobile omni-channel customer, not only just in the retail sector but across verticals, read an example of how leading housing association Broadacres Housing has started to adopt the trend into the next generation of omni-channel technology.
Here’s to a successful omni-channel 2016