Have you noticed it’s becoming harder to coordinate your customer service team? One reason could be that your customers are reaching your call center through various platforms, whether it's email, phone, chat, or other channels, and your team needs to be accessible across them all.
If this hasn't been a priority yet, it's time to make a change: an omnichannel call center is the best solution to speed up customer support and make your service more efficient.
Below, we present the main benefits of omnichannel customer service and highlight three companies that successfully transitioned to an omnichannel call center.
The primary benefit of omnichannel service is undoubtedly speed and improving the customer experience. Beyond that, an omnichannel strategy offers many additional advantages for your business.
Provides a personalized customer experience.
Omnichannel customer service is no longer a luxury; most customers expect companies to offer personalized support wherever and whenever they want it.
Enables customers to reach you via their preferred channel.
Different customers prefer different channels. Based on a Daktela survey, these are the most popular channels:
Tip: Are you still not using most of these? Add all of the above channels to your service list and gain a significant competitive edge!
Resolve issues faster.
Call centers that offer seamless transitions between channels can assist customers more easily (and accurately) during the first interaction. Customers often associate speed with good customer service.
Offers integrated communication channels.
With an omnichannel solution, support channels work together seamlessly to better meet customer expectations.
Ideal for remote work.
Following the pandemic, there’s been a rise in employees working from home, including customer service agents. To ensure smooth operations, agents need the right tools, like a cloud-based call center software that supports omnichannel functions.
Now, let’s take a look at three companies that saw growth or stability after implementing an omnichannel strategy.
Founded in Hungary, Leziter Kft. has become one of the largest players in the home decor market over its 16 years of operation.
In recent years, Leziter has achieved significant revenue growth thanks to increasing trust in online shopping and strategic decisions by its management. The rapid growth made it necessary to replace multiple software solutions with a central system capable of implementing an omnichannel strategy. This system became Daktela, which is now used not only by the customer service team but also by the logistics, finance, IT, procurement, and marketing departments.
When Notino started working with Daktela over 15 years ago, the goal was to conquer new markets. The company needed systems that would support foreign expansion, simplify customer communication, and allow all possible channels to be managed from one place.
It was also crucial that the software could grow alongside Notino. As the company expanded, the demands on customer service changed too. Daktela always found ways for Notino to improve communication with its customers. Today, Notino’s customer service team, which operates in 20 languages, has more than 150 agents working with Daktela's 13 language versions, handling about 500,000 calls and nearly 700,000 emails each month.
Kifli.hu’s customer service handles 20,000-30,000 transactions a month, and managing them smoothly and efficiently is only possible with a comprehensive omnichannel solution like Daktela. Our cloud-based call center software fully covers customer service operations and keeps pace with the company’s dynamic growth.
Omnichannel strategy plays a key role in the structure of customer service, ensuring that a live agent is available for every customer in a short time. The company’s unique business policy ensures that operators respond promptly and kindly to every complaint or request, resolving issues in the shortest possible time. The team, which started with six operators, has now grown to 21, and the omnichannel functions make it easy to coordinate customer service processes and improve agent performance.
If you’d like to learn more about Daktela, contact us to find out how an omnichannel strategy can elevate your business to the next level.
