Successful omnichannel strategies start with integration

Omnichannel isn’t easy

Omnichannel engagement is now the gold standard for any business of any size in any industry, including ecommerce, logistics, fintech and travel. But while omnichannel strategies have opened up new avenues and opportunities for better customer experiences, it’s not without challenges.

Mastering customer satisfaction over one channel is hard enough. The challenge of building a consistent brand and maintaining quality communications multiplies as more channels are added. But scaling does not have to come at the expense of customer satisfaction if done right.

Communication APIs are powering digital-first customer experiences

Without communication APIs, companies making the switch to omnichannel engagements often face the following business and technical challenges:

Siloed business units leading to disconnected data and fragmented CX
Lack of visibility into customers’ communication preferences
Lack of end-to-end customer journey analytics
Difficulty integrating communications channels with CRM platforms

Scale your business the smart way with 8x8 Connect

8x8 Connect helps businesses meet growing CX demands by making it easier for them to deliver contextualised, on-demand conversations across multiple channels at scale.

A no-code solution that anyone can use
Single-platform campaign management for SMS, voice and chat apps
Consolidated conversations for easier monitoring
Clear customer segmentation for improved customization
Built-in analytics capabilities
Automation Builder for building workflows effortlessly

Unified communications is a win-win

Centralised dashboards do more than unify communications. Data transparency and insights on customer behaviour will help you iron out kinks as you scale, giving you greater control over customer service strategies by helping you make informed decisions on which communication styles resonate best with your audience.

The flow-on effect is: enhanced user experiences and increased team efficiency.

With a unified communications platform your customers get the personalized and on-demand engagement they crave, while your employees can automate communication workflows for increased productivity and scalability.

Remember, insight builds context.

Insight is especially crucial in the new reality of hybrid living, where it’s more important than ever to keep track of which conversations have already been had and which channels customers prefer engaging on. There’s nothing customers hate more than having to repeat themselves.

For organisations wanting to deliver seamless and delightful end-to-end journeys, it’s not just online support teams who need access to context, but often marketing, sales, and operations teams as well.

Rich media lets customers pinpoint issues with shipment, product, and payment to service agents

Comprehensive message history at a glance lets you provide offers that align with customers’ likes and dislikes

Enjoy higher response rates to feedback requests when you ask directly on relevant channels