Companies with strong omnichannel strategies retain 56% more customers and convert at least 10% higher than those without them. With a business impact like that, omnichannel is now a dominant theme in customer experience (CX).
Customers want to connect with you on every key digital channel – whether that’s email, live chat, social messaging or SMS. Not only must you offer these communications channels – you now need to connect these channels together. This allows your customers to switch between different channels as they please, while giving your agents access to all they information they need to provide personalized and helpful support.
This is what digital omnichannel customer engagement delivers.
As with any digital transformation initiative, you need to know if omnichannel is the right strategy for reaching your goals.
Download this eBook to learn:
- If digital omnichannel is right for your business
- How to choose the best digital omnichannel vendor for your needs
- How to prepare and implement a digital omnichannel program
- How to measure and prove ROI