Customers play an essential role in the success and growth of the business. With technological advancements, the behavior of customers has also changed. To cope with this change, it is advisable that companies introduce omni-channel contact centers and strategies in their businesses. This will help them to satisfy their customers and make them happy.
According to recent research, most Gen Z consumers are unaware of traditional channel boundaries, and they are evaluating brands and retailers more and more based on the consistency of their experience. However, the selection criteria for omnichannel communication platforms differ for every company.
You need to focus on your desired goals and objectives. For example, you want a flexible Omni channel platform used by multiple teams of your company. So it all depends on your aims and objectives. But there are some key points that are a must-have in every omni channel platform.
Are you curious to know about all these factors? Don’t worry! You are at the right place. In this article, we are going to discuss all the critical points of selecting the best omni channel communication platform.
Let’s get started!
Things to Look for When Selecting Omni Channel Communication Platform
You must consider the following while choosing the omni channel communication platform for your contact center.
First things first. Security is an important aspect of any software. The omni channel communication platform extracts data from multiple sources and gathers them onto a single page. In this way, it helps the user to extract valuable insights from the data of multiple sources and make informed decisions.
However, whenever you use any third-party software and tools, you need to have a proper security check. Data breaches are common nowadays. According to the research, there were 65 biggest data breaches in the past 2 years. So in order to keep your customers’ data secure, you need to have robust security around your omni channel platform.
According to 56% of security experts, in some cases, an employee is involved in a data breach. So you must consider a platform that can also limit access to the number of users. Only authorized users should access the information. So, ensure to invest in the platforms that provide you with high-security features.
The next factor to consider is flexibility. You must want a platform that always fits for purposes, right? In this regard, flexibility plays an important role. You may not want to invest a huge amount in a software that would be outdated in a month or two. Here, flexibility can help you.
You can modify your software according to the needs of the new era. So the omni channel platforms should be flexible. Now let’s consider how you can know the software is flexible. We are jotting down some questions below to check the flexibility of the software.
Can the software handle double load in the future?
Can you increase the number of agents and use the same software?
Can I use the same software in every department of my company?
Will this software work in all areas?
You must consider these questions while investing in omni channel communication software. This will be worth your money and time.
3. Look For the Associated Expenses
Make sure what you invest in and how much you need to invest. Some companies are very tricky with pricing. They build such structures that might confuse customers about the pricing. Always discuss what they are offering for the specified amount with the software company.
This will prevent you from investing much more than you expect in a single software. When using subscription models, ensure the price does not skyrocket if you need to increase your usage later.
Some businesses will charge low subscription fees but then charge excessive fees if you exceed a certain threshold. They do this because you are probably already relying on the platform and are hesitant to switch.
4. Provide Useful Insights
Another thing to consider in your omni channel communication platform is it should provide helpful insights. Many omni channel platforms provide you with the feature to drive valuable insights from the customer's data. The software can provide you with insights into sales and customers. This enables you to make better decisions for your business.
This is about releasing the power of your data so you can keep moving forward and performing at even higher levels. Data insights are a massive key driver for success in modern businesses, and if you don't use them, you're not realizing the full potetial of your company.
5. A Sophisticated User Interface
The most important thing is the user interface. Always ensure to invest in software that has a sophisticated and user-friendly interface. Your employees have to use the software on a daily basis. So it should be concise and easy to use. Don’t overwhelm them with fancy interfaces and not usable extra features.
Consider what they do most frequently and whether this platform can assist them in doing so. Consider where your employees are losing time due to slow systems or incorrect data; will this platform be able to assist with this?
Omnichannel platforms are excellent for optimizing your business and increasing performance. But only when you concentrate on the areas that require the most attention. You should consult with your employees during the breakthrough process to select the best platform for them.
6. A Good Software Provider
Another important factor to consider is the software provider. Concentrate on how fast and detailed they are answering you. Always ensure to check the customer’s feedback or reviews of the provider. This will help you in taking a better decision.
When using an out-of-the-box solution, you may experience a newborn period where things don't work perfectly soon after the installation. This is acceptable and, in many ways, expected. You must pay attention to how the company responds to these critical issues.
Make sure the company is very communicative and responds as fast as possible. Also, ensure the provider is confident that a problem will be resolved in a quick manner before your customers notice.
When implementing an omnichannel communication platform, it's critical to select a solution that addresses your current and future needs. As you strive for digital customer experience excellence, you may begin by simply implementing live chat. You will soon discover that you require a chatbot, social media support, and intelligent routing. When your aim is to guarantee customer satisfaction and timely resolution of their queries, trust in your omnichannel communication platform to take your business to the new zenith you have always dreamed of.