What drives omnichannel?

Many of the customer service leaders with whom I have spoken in the last year realize they have a significant ground to cover for their contact centers to be prepared for omnichannel. Many are in catch up mode- as soon as they implement the latest channel into their business process another communication channel begins to take on prominence. What’s driving this continual shift?

The dramatic growth of smart mobile devices continues with plenty of growth in sight; Statista noted in a recent study that 34% of the world’s population will have a smartphone by 2017. In the United States penetration has exceeded 85%. This is up from 10% in 2009. Forrester Research reported that 65% of all sales in the US are influenced by a user’s mobile experience. In the new retail world mobile web and social media channels are available anytime; consumers can quickly research, compare, click-to-buy, and ask questions about how to use their new purchase. These digital tools provide users with access to what they want, when they want it, as a result they believe that their needs should be met at all times.

Consumers use their devices everywhere and at all times to communicate with friends and family, conduct their business life, make purchases and solve daily problems. There is no such thing as waiting until later- they want to take care if it now. McKinsey found that 70% of buying experiences are based on how a customer feels they are being treated- that’s the customer’s viewpoint- not the result of the contact center survey. Gartner predicts by that by 2020, customers will manage 85% of their relationship with an enterprise without interacting with a human. It's a good bet they will probably come back to the organizations that make it easy.

How does a top notch customer service organization seamlessly navigate as their consumers shift to mobile and tablet shopping? How will they craft a great customer experience anytime and anywhere the consumer might be?

Great solutions require great tools. Customer service teams need access to many layers of information- product details, inventory levels, customer history, payment options and software solutions that help make sense of all of that and present the necessary information to agent at the right time. I sell customer service solutions that position my customers for success with omnichannel. ITyX provides leading customer service organizations with tools and expertise to navigate through the omnichannel journey. ITyX Multi-Channel

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