Omnichannel Software

How to choose an Omnichannel Software platform for your business

Omnichannel software integrates diverse communication channels, like phone, email, and social media, into one platform. It helps businesses manage customer interactions seamlessly across channels, ensuring a consistent and cohesive experience. In previous articles, we have talked extensively about Omnichannel, what it means for business, what it means for Contact Centre Optimisation, and about how Omnichannel Customer Experience has inspired a revolution in the CX world. Now, we’ll answer one of the most common questions from businesses interested in going Omnichannel: how should you go about choosing an Omnichannel Software platform for your business?

While the mere step of adopting an Omnichannel approach to your customer engagement will be enough to boost the level of your Customer Experience, some Omnichannel Software platforms come with extra features that can really help take your business to the next level. On the other hand, other platforms can also come with (and charge you for!) a series of superfluous features that might be extraordinarily useful for some businesses, but not for others.

What we will do in this article is explore some particular Omnichannel Customer Service Software features or functions that can actually represent a massive CX improvement in almost all businesses. We’ll also discuss what type of businesses, operations or processes can benefit from these features the most.

But first, let’s get reminded of the basics: what exactly is Omnichannel Software?

What is Omnichannel?

Previously, we have defined Omnichannel like this:

Above all, Omnichannel Customer Experience has a primary aim: is to ensure that customers receive a consistent, integrated brand experience, regardless of their mode of engagement. These interactions can take place in physical stores, online, or through various communication channels like email, Live Chat, instant messaging, or phone calls with customer service representatives.

The goal is to create outstanding Customer Experiences; experiences that are satisfying, memorable, and seamless for the customer, all the while contributing to communicate a unified, cohesive identity across channels on the brand’s end. All of this results in increased customer satisfaction, customer loyalty and, ultimately, sales revenue.

In other articles, we have also clarified the difference between Omichannel vs. Multichannel. Being well aware of this difference is crucial when it comes to choosing the right Omnichannel Software platform.

To put it shortly: it’s a question of quality versus quantity.

Multichannel Customer Experience entails establishing a presence across various platforms, like physical stores, websites, mobile apps, and social media. Each channel operates independently, offering convenience and choice to customers, but it may lead to a disconnected and inconsistent experience. Multichannel’s strength lies in diversity, but it doesn’t ensure a cohesive customer journey.

On the other hand, Omnichannel Customer Experience elevates the customer experience by seamlessly integrating all channels into a unified system, recognizing that customers often use multiple channels concurrently, aiming for a consistent and cohesive experience across all touchpoints.

Unlike Multichannel methods, an Omnichannel Software platform will harness channel synergy to create a holistic, personalised journey that boosts customer satisfaction and loyalty, operating on the premise that the customer journey is an interconnected ecosystem where each interaction should complement and enhance the overall experience. But that’s not all.

The right Omnichannel solution can yield massive benefits for your business in all areas, from business growth to compliance and data protection. With a reliable service provider, omnichannel customer service software guarantees data security and legal compliance. By securely storing all customer data and ensuring full compliance with regulations such as GDPR and other local requirements, businesses can build trust with customers and operate within the boundaries of the law.

In addition, some Omnichannel CCaaS solutions enable businesses to create custom reports to analyse and improve performance, ultimately influencing business growth. By having full control over operations, organizations can make data-driven decisions that lead to enhanced efficiency and productivity.

Finally, implementing a powerful cloud-based tool for customer service can significantly improve support agents’ well-being, resulting in happier and more effective agents. When agents have access to the right tools and resources, their performance and commitment to the organization are likely to improve, leading to better customer service outcomes.

However, aside from integrated communications across all channels, there are multiple more features certain Omichannel Software platforms can bring to your business. In the next section, we’ll go through the most important ones and tell you what types of businesses, processes and operations they will be most useful for.

5 Features to look for in an Omnichannel Software platform

1. Integrated Omnichannel communications

The first one is a no-brainer. Omnichannel communication can be a game-changer for businesses, revolutionising the way they engage with customers and ultimately driving success. By seamlessly integrating various communication channels such as email, SMS, WhatsApp, social media, live chat, and phone support, businesses can provide customers with a consistent and cohesive experience.

This not only enhances customer satisfaction and loyalty; it also streamlines all customer engagement processes. Some Omnichannel Contact Centre Software platforms provide the user with an intuitive interface where they can monitor all their interactions with customers across all channels, keeping track of the state of the conversation and customer information with just one click.

2. Customer Interaction Analytics

One advantage offered by some Call Centre Software platforms is the possibility to gain insights into customer behaviour and interactions across various communication channels. Having all interactions across channels integrated in one hub isn’t just a matter of convenience: you can track and monitor customer behaviour and sentiment across the board to understand better how customers feel about your business, what they like and dislike, and where you can improve your strategies and operations.

By aggregating data from sources like websites, mobile apps, social media, and in-store visits, businesses can gain a comprehensive understanding of their customers’ journey. This in-depth knowledge allows for the creation of personalised and targeted marketing campaigns, optimising product offerings, and improving the overall customer experience.

Additionally, AI Analytics tools like Sentiment Analysis, Keyphrase Analysis or Entity Recognition can help identify trends and patterns, enabling businesses to make data-driven decisions that enhance operational efficiency and cost-effectiveness.

3. Workflow Automation

Automating your Customer Experience-related workflows can empower your teams to achieve unprecedented levels of efficiency, which will result in faster, more cost-effective processes and increased customer satisfaction.

An Omnichannel Software platform with workflow automation features enables you to design and automate entire customer journeys, seamlessly connecting various touchpoints according to the rules that best align with your business and your customers’ preferences. You can sort and route queries by channel, skill required, language, or by the mention of a specific keyphrase.

Workflow automation is especially useful for businesses dealing with large numbers of queries requiring diverse skillsets. Automation will ensure that every interaction is instantly handled by the right team, making sure every conversation is smooth, fast, and fruitful for both your representatives and your customers.

Moreover, with the right Customer Service Automation software tool, you can integrate AI into your automation processes to categorise and direct inquiries leveraging advanced AI features like AI Analytics and Speech Recognition.

4. Conversational AI

Intelligent Chabtots integrated into Omnichannel Software offers a powerful solution for businesses seeking to streamline operations and optimise customer interactions. Contact Centre chatbots excel in handling routine inquiries, automating responses, and directing customers to the right resources, which, in turn, frees up human agents for high-value, complex interactions. Industries such as e-commerce, customer support, and financial services, dealing with high volumes of routine queries, will benefit greatly from this technology.

Some Conversational AI models surpass traditional chatbots by achieving unprecedented levels of domain-specific knowledge, nuance, and understanding. Known as AI Agents, they do more than simple interactions—they can navigate complex concepts, generate tasks independently, and adapt to new information to achieve their goals. Advanced contact center software tools, like ConnexAI’s Athena LLM AI Agent, leverages Large Language Models (LLMs) to offer greater sophistication and expertise. These AI Agents can be trained on industry-specific conversations, allowing them to quickly acquire specialized knowledge and respond to queries with high accuracy and relevance.

By offloading repetitive tasks to AI Chatbot, businesses can ensure quicker response times, reduce operational costs, and enhance overall customer experience, all while allowing their human agents to focus on more strategic and value-added activities. Whether you’re a small startup seeking cost-effective customer support or a large enterprise looking to maximise your efficiency and customer engagement, Conversational AI proves to be an invaluable asset for businesses aiming to achieve these goals.

5. Mobile App

If you want to enable flexible remote work and unlimited mobility for your customer facing staff, an Omnichannel Call Centre Software platform with a mobile app version is your best bet. Using an Omnichannel App will enhance your company’s accessibility by enabling your teams to swiftly reach messages, calls, and dialer queues through their phones or tablets. This allows users to continue conversations while working remotely or while on the move, all without disrupting the customer experience.

For example, imagine that a representative or customer service agent has to move away from their computer to check something for a customer, or has to travel to some other location; an Omnichannel Software platform in its mobile app version will allow them to stay in touch with the customer at all times, keeping them updated on the status of their query and making for a memorable, high-value Customer Experience.