Omnichannel strategy, goodbye to endless loops

How does a customer feel to have to repeat the details of their problem to each service agent they speak to?


What if they get stuck in endless loops without solving their problem?


FRUSTRATION, that is the concept that sums up what has been experienced.


Although this might have been common practice a few years ago, customers today are more demanding, expect a smoother experience, and are happy to change their loyalties if they have a bad experience. The companies that understand this reality and decide to change it are the ones that will be the most successful.


How to offer an excellent customer service?


First, the company must be determined to design its Omnichannel strategy.

For this, it is necessary to be clear about two very important and often confused concepts Omnichannel and Multichannel.


Omnichannel vs Multichannel


Multichannel refers to the various forms of contact with the customer service of a company - by telephone, email, Fb Messenger, WhatsApp, support tickets and chat.

Any company that offers support through more than one channel has multi-channel support. Each of those touchpoints is considered a separate interaction, and different agents could speak to the same customer regardless of the context of conversations on other channels.


On the other hand, Omnichannel means that when a customer comes into contact with the company, regardless of the channel used, the entire customer experience is consistent, the company is always the same, no matter the channel.

Having a first-class omnichannel customer service also implies integrating physical stores and an e-commerce site.


The agents have a single point of information, where the information of all the channels is displayed and a complete history of each client is presented.

This allows the agent to consider the full context of the previous interactions and can dive directly into the solution of the problem regardless of which channel the communication came through.


This is what wittybots does, it is the technological support of your omnichannel strategy.