Documentation
< Back to the blog
Customer experience is a key element for companies, and with the constant evolution of technologies and consumer expectations, it is crucial to adapt to the multiplication of interaction channels. In a context of increasingly demanding customers and fierce competition, customer excellence and omnichannel orchestration have become major challenges.
By completing and submitting this form, you agree to DialOnce processing the data you have provided for the purpose of contacting you in the future, in accordance with our data usage policy. If you do not agree, please do not submit this form.
Imagine this frustrating situation: waiting on the phone for long minutes to speak to a customer advisor, only to be discouraged by an automated message. You call customer service again, while simultaneously sending an email to increase your chances of getting a quick response. You also send messages via:
But you end up with automated responses, or even no response at all to the initial request. This unpleasant experience can quickly tarnish the company's image and generate high costs in terms of managing customer contacts.
Faced with this reality, brands must meet a dual challenge. On one hand, they need to allow customers to use the channel of their choice depending on their needs and situation. On the other hand, they must maintain a high level of operational efficiency by directing solicitations to optimize contact volumes and ensure optimal customer satisfaction.
Transitioning from a multichannel model to an omnichannel strategy is essential to meet these challenges. It's no longer just about offering multiple communication channels, but rather integrating them in a fluid and coherent manner to offer a personalized and individualized customer experience. Technological advances such as artificial intelligence (AI) and data management play a key role in the effective processing of customer requests.
In this context, the white paper titled "Customer Excellence and Omnichannel Orchestration: What Challenges? How to Implement It?" delves deep into the many challenges related to omnichannel orchestration and offers concrete ways to achieve it. The authors, Muriel Monteiro, Customer Experience Partner at BearingPoint, and Charles Dunston, President and Founder of DialOnce, examine the issues of efficiency, cost control, value generation, and customer satisfaction, while highlighting the opportunities offered by new technologies.
