When we showcase our BOTSchool capabilities to partners and stakeholders, one feature that consistently generates curiosity and sparks debate is our ability to seamlessly switch between channels without losing context during conversations. The omnichannel capability empowers companies to continue engaging with customers across different channels, ensuring a fluid and uninterrupted interaction.

While it’s easy to grasp this concept when humans switch channels, the ability to maintain context between conversations with a conversational AI tool presents a fascinating opportunity to elevate a brand’s customer service. Exploring this subject can unveil new perspectives for companies seeking to enhance their services.

Let’s explore the capabilities of omnichannel and what this approach currently signifies for brands and companies aiming to deliver a unique customer experience. We’ll also share a use case that showcases how we, at BOTSchool, have developed a unique approach for one of our clients.

Most businesses maintain a presence across various communication channels for brand promotion and customer engagement. Customers have their preferences when reaching out, but they consistently expect a smooth customer journey with timely responses to their inquiries. This is where omnichannel strategies come into play. It’s more than just the ability to switch between channels; it represents a strategic shift towards a holistic customer experience strategy.

Omnichannel entails the seamless integration of different communication channels, such as websites, mobile apps, social media, email, and even physical stores, into a unified ecosystem. This integration ensures consistency and coherence across all touchpoints, allowing customers to move easily between channels while receiving the same level of service and personalized attention throughout their journey.

“73% of customers want to be able to start on one channel and pick up another without starting over”, by Zendesk

The significance of this type of strategy for a modern business cannot be overstated. It enables businesses to meet the evolving needs and expectations of today’s customers, who demand convenience, flexibility, and personalized experiences. By providing a seamless and integrated experience, businesses are:

• Enhance customer satisfaction;
• Foster loyalty;
• Improve customer retention;
• Enhance customer satisfaction;
• Increase customer engagement.

The advantages are truly significant. However, an important question remains. What types of tools can ensure an omnichannel strategy?

Various technology platforms and solutions are available to help businesses develop an omnichannel strategy, with the evolution of artificial intelligence technology further enhancing efficiency and completeness.

These solutions may include marketing automation platforms that combine AI-powered personalization, optimization, and analytics, or customer experience platforms that integrate customer data and analytics tools for a seamless experience across touchpoints.

At BOTSchool Next Generation, we mark the difference in customer service and support interactions between the organization and the customers through intelligent chatbots or virtual assistants. The business with this type of conversational tool moves away from isolated dialogues and redundant explanations.

It’s like having a super-smart assistant available 24/7, handling multiple conversations at once. The conversational tool can understand customer inquiries and collect valuable data, which ensures customer loyalty. This frees up human teams to focus on more complex tasks, while AI capabilities improve efficiency and help businesses improve. In cases where it encounters complex or unfamiliar queries, it can fall back on a human agent to maintain high-quality service once the content of the problem is provided by the tool.

However, there are some key steps that any business needs to consider before starting the omnichannel strategy:

• Channels

It is important to identify all communication channels that will be used to interact with customers. We should also define in which scenarios it would be more beneficial for everyone involved to switch channels. The purpose of switching channels is to make the customer journey simpler, not the other way around. Therefore, it is essential to understand when it makes sense to continue the conversation on a different channel.

• User Experience

This method revolves around keeping the customer at the center of all decision-making processes. Therefore, it is crucial to have a deep understanding of your customers. This knowledge will assist you in determining the appropriate tone of communication across all channels, selecting the appropriate content to present, and determining the most popular channels used by your customers.

• Integrations

Intelligent conversational tools are not a complete solution to all problems. However, they can be helpful when they are seamlessly integrated with the information systems that a company already uses, such as CRM and ERPs. These tools can provide personalized interactions by accessing information about the user and capturing essential data to enhance future interactions.

BOTSchool was challenged by a European telecommunication operator to improve customer experiences across multiple touchpoints – Interactive Voice Response (IVR), website, app, and physical stores. With a diverse customer base and a wide range of services including television, internet, and phone, the user sought to streamline customer support processes while ensuring consistent and personalized interactions.

Customers face long resolution times and difficulty finding the right technical person when calling this operator’s technical line. So, we work together with the operator to provide an efficient conversational AI solution, based on intelligent chatbots to create an easy technical solution for customers and to enhance their journey when in contact with the operator call center.

An omnichannel strategy was implemented to address technical issues related to television, internet boxes, and telephones. When customers submitted a support query through the website/app, they were smoothly transitioned to phone calls if necessary to better understand the problem and provide a more complex solution. A follow-up is conducted later to ensure complete customer satisfaction if the problem was resolved through web chat.

The implementation of an omnichannel strategy has greatly improved the customer experience for the operator’s clients. They now receive personalized support and quick responses, leading to more satisfying experiences overall. Additionally, the operator has been able to reduce costs by automating the resolution of simple technical issues using intelligent mechanisms.

BOTSchool can help you build an omnichannel strategy capable of keeping your customers satisfied.

BOTSchool’s advanced capabilities can be leveraged by organizations across various sectors by implementing an omnichannel strategy to quickly address client needs or problems. This approach can significantly improve problem resolution and have a transformative impact on the way you do business. By making simple changes to the way you interact with your customers, who are your greatest asset, you can achieve a higher level of customer satisfaction and ultimately drive business growth.