Omnichannel Communication Management
A Centralized Platform to Deliver Seamless Omnichannel Customer Experience
Overview
With increasing expectations from customers nowadays, organizations and enterprises of all sizes must be at their best when it comes to delivering multichannel experiences. Due to these increased expectations, omnichannel communication management platforms have become the go-to for businesses seeking to deliver exceptional customer experience (CX). The advantages? Increased competitiveness, enhanced customer loyalty and extended longevity of revenue generation.
What is Omnichannel Communication Management?
Omnichannel Communication Management transforms the way you communicate as a team and with clients and customers. Since 2012, we have partnered with Quadient, a leader in customer connections through digital and physical channels, to successfully deploy end-to-end Omnichannel Communication Management solutions for B2C clients from the financial services, telecommunication, energy and retail sectors, and so on.
From a single, centralized platform, Omnichannel Communication Management provides a solution for businesses to create, manage and deliver a connected series of personalized, precise and compliant communications across traditional and digital channels. With streamlined customer communications, companies build stronger customer experience while growing brand trust and loyalty.
Omnichannel Communication Management Features
Thanks to rapid AI migration technology, the migration time and effort to Omnichannel Communication Management is further reduced. Why? Our simple platform empowers your staff to generate one-to-one interactions or batch messages in minutes with minimal IT support, ensuring effective and consistent communications across all channels.
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Design Create, personalize, manage and publish even the most complicated and regulated communication templates with flexibility |
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Customize Provide basic templates for customization and modification |
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Produce Integrate numerous data sources to produce digital and printed communications on demand or in high-volume batches efficiently |
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Deliver Able to deliver messages using WhatsApp, SMS, email and more depending on customers’ preference |
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Monitor Integrate and embed communications into your existing digital platforms. For example, you can view a list of customers’ submitted forms and their responses automatically |
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Hosted managed services Provide customized services for customers to avoid hassles of managing the application or its hosted infrastructure |
The Customer Communication team and other users can easily manage branding, content design, and real-time personalized modification on a cloud-based central hub, while following the pre-approved regulatory and legal guidelines to ensure that all communications are compliant with company policies.
Photo source: Quadient
All users will be able to access the entire details of customer communications through a single web interface in real-time. By connecting customer journeys to customers’ digital and physical touchpoints, such as contracts, emails, audio and video files, etc, users can have complete visibility into customers’ interactions.
Photo source: Quadient
Moreover, by focusing on certain touchpoints or journey maps, users can better understand customers’ behaviors, preferences and feelings, while providing instant feedback to content creators and communication professionals within the organizations. The ultimate aim is to achieve business objectives through designing consistent experiences across the entire customer journey.
Photo source: Quadient
Benefits of Omnichannel Communication Management
- Improve customer experience
- Deliver secure, consistent and compliant customer communications
- Optimize company-wide operational efficiencies
- Ride on past investments to build future platforms
- Minimize IT resources and manpower, so that the IT department can focus on innovation and core competencies of the main businesses
Enquiry
Omnichannel Communication Management FAQs
Omnichannel communication is a strategy that allows businesses to interact with customers seamlessly across multiple channels, such as email, social media, phone, in-person and more. It ensures a consistent and unified customer experience, where interactions on different platforms are connected and coherent, enabling customers to switch between channels without losing context or continuity. This approach enhances customer engagement and satisfaction by providing a more personalized and integrated experience.
Industries such as finance, healthcare, retail and utilities, among others, can significantly benefit from Omnichannel Communication Management. The solution is especially useful for businesses that need to maintain compliance, personalize customer interactions and manage large volumes of communication across different channels.
Omnichannel Communication Management is scalable, meaning it help to seamless with your business operation. Whether any types of business, this solution can handle large volumes of communication and adapt to your operation needs, it also helps to minimize IT resources and manpower to focus on other valuable business.
As your trusted DX partner, we will work with you to understand your business needs and recommend the best approach to implement our Omnichannel Communication Management solution, contact us today.