Right now, relatively few organizations are able to offer this kind of omnichannel service and enjoy the resulting business benefits. But times are changing. CX leaders are rushing to invest in the cloud communication platforms that will set them and their customers up for long and profitable relationships.
It’s time for businesses everywhere to follow suit, but they need to find the right partner to support them in their omnichannel journey.
That’s what this post is all about. It highlights what you need to look for in any potential cloud communications provider, to help you make an informed decision for you and your customers.
Flexibility and scalability
The communications landscape evolves quickly, so look for a provider that can give you access to the channels your customers use now and the channels they might want to use in the future. These might include SMS, RCS, voice, live chat, email and all the popular chat apps – think WhatsApp, Messenger, Line, Telegram, Viber, Instagram and more.
Channels
There are two distinct routes to go when setting off on your overseas chinese in europe data omnichannel journey. You can choose a full-stack end-to-end solution, with a single interface for advanced customer engagement across a multitude of channels. Or you may want to use APIs to integrate new channels one by one into your existing tech stack.Whatever your situation, make sure your chosen provider is flexible enough to deliver exactly what you want now, as well as to scale its services as your business develops.
Check out the 8 trends that define your communications
United teams and shattered siloes
An omnichannel strategy connects up all your channels and lets you handle customer journeys holistically. To do this you‘ll need a centralized data hub that brings together information from various offline and online sources. These might include your CRM, contact center, website, loyalty scheme, payment system or app.
Unified data means a 360-degree view of your customer, their behaviors, their preferences, and their journey. This empowers your teams to make interactions seamless, relevant, and personalized no matter what channel your customer chooses to use. Look for a provider that can unify all your data in a single platform to help you deliver exceptional experiences every time.
