What is omnichannel customer service?..

Omnichannel customer service provides customers with a more seamless and consistent experience across all touchpoints, meaning that they don't have to start from scratch whenever they switch channels. By providing prompt responses, personalized treatment, and a unified view of the customer journey regardless of the medium being used, omnichannel customer service helps create a more positive overall experience for customers. 

It also gives them an easy way to switch between channels if they need help in different areas — no waiting around or having to repeat themselves. In short, omnichannel customer service makes it easier than ever for customers to get their questions answered and problems solved which leads to higher levels of satisfaction. By providing customers with round-the-clock access to reliable support from a variety of sources on their terms, companies can deliver an elevated level of customer satisfaction that was previously impossible. After all, when you're able to quickly resolve any issue or query no matter what time or device you’re using – that's when you know your company really has got your back.

Imagine an agent that has knowledge of anything that your customer has ever needed from you without the customer saying a word. That’s the sort of power your agents will have when using omnichannel for customer service. As good as that might sound, what if we told you that’s not the end, but rather a tool to a greater goal? 

Our tools can help your agents increase their productivity by over 25% by having them focus on the task at hand and not digging for data and information. That means they can also have an easier time handling complex tasks because they can dedicate themselves fully.

There are numerous benefits to Transcom’s omnichannel for customer service. First of all, it’s easy to use. Owing to our logical and user-friendly interface it’s very easy to get used to our solution. That means that your agents will have no problem getting the hang of the solution.

You can automate the process with RDA, RPA, and agent assist which means that your agents will be provided with the best possible experience. Not only that, but they can have it quickly and easily with little to no IT involvement because our solution can be implemented and adjusted in a flash. 

Our platform also enables effortless and powerful work from home. Why? Because your agents can access the platform from anywhere in the world while still maintaining any and all safety precautions with ISO 27001 and PCI DSS certification. We have made security one of our top priorities.

As far as features are concerned, if we’re talking about calls we provide inbound call handling and outbound dialing using three modes. Preview, Power, and Predictive modes to help as much as possible. You can also record calls for quality and training purposes along with interaction history for 360 vision across all channels.

Your agents will also benefit from 95% voicemail detection accuracy, leaving them to worry about talking. Even there there’s room for us to help by using flexible scripts which can be edited easily via a drag-and-drop interface.

Apart from this, we proved email inbox management, instant messaging and social media support, and automatic SMS solutions. All of that with API integration with your own systems in real-time. 

All of that sounds impressive and it is, but what’s even more impressive are the results it brings. We’d like to illustrate that by showing just some of the many clients our solution has helped.

One of our clients is an online garden center and gardening equipment retailer that wanted a complete transformation of their services. This involved raising customer satisfaction, integrating systems, creating better contact forms, enabling CSAT categorization, and creating a better knowledge base. By building a SaaS solution we helped our client to undergo digital transformation and have an efficient digital operation that can easily be expanded upon so they will never again be found lacking.