Just as all the digital channels are powered by cloud-based technologies behind the scenes, cloud contact centers and new technologies can help SMBs meet the customer on their communications channel of choice and accommodate their expectations even when the consumer changes the channel throughout the customer journey. No matter the channel, a cloud-based contact center is a simple and affordable foundation for SMBs looking to adopt an omnichannel marketing strategy that offers multiple integrated touchpoints for customers.
A multichannel contact center powered by the cloud lets customers contact you virtually anywhere and anytime to distributed agents who are working at your business or remotely. A robust contact center not only unifies channels to share information but also integrates with existing customer relationship management (CRM) and helpdesk solutions. A cloud-based solution also allows you to scale up as needed, making it affordable to adopt and the associated monthly costs predictable. It can also help track key performance indicators (KPIs) and other metrics to better manage resources and improve the overall customer experience.
For an SMB with multiple retail locations, a contact center can be critical for nurturing a customer relationship that is no longer limited to in-store transactions. Delivering a multipoint customer experience as part of an omnichannel marketing strategy can add pressure to your network capacity and performance as customers engage with you on the web, through mobile apps, on the phone and in the store. A robust network infrastructure, can help ensure your customer experience agents can engage with customers using a wider variety of channels including voice, chat and video.
An omnichannel marketing strategy enables SMBs to support customers who want personalized, engaging and differentiated experiences across multiple touchpoints. Cloud-based contact center solutions connecting these channels through a fast, secure network infrastructure will provide the necessary bandwidth capacity that guarantees smooth omnichannel customer engagement, acting as an extension of the brick-and-mortar retail experience.
Learn more about how Verizon can help you create more personal, convenient and engaging customer experiences with contact center services.
The author of this content is a paid contributor for Verizon.