2. Inability to provide a seamless journey
Omnichannel engagement relies on effective integration to deliver the smooth, seamless experience that customers expect. This integration is also one of the more challenging tasks to pull off well. When businesses are not able to pull the right data together across all the channels their customers are using, the resulting customer experience could be less than optimal. Customers may find that crucial context from a conversation they started on a live chat session doesn't carry over when they are transferred to a customer service agent, for example. As a result, they may find themselves repeating key information from the very beginning and finding themselves annoyed at the time wasted.
Other times, the business may simply not have taken advantage of best practices that could take the omnichannel experience to the next level. For example, a retailer could make the customer experience far more appealing and convenient by making each channel shoppable rather than requiring customers to switch channels just to complete a purchase. As a result, there could be lost opportunities that retailers don't even notice, and potentially, unrealized revenue.
An omnichannel solution can help your business achieve the integration your customers seek. For example, a cloud omnichannel contact center platform allows agents to seamlessly interact with customers via voice, email, chat, social and mobile channels. Businesses can deploy new channels as needed, satisfying their customers' changing preferences as they evolve.