While the Contact Centre Industry Experts says “Multi-channel/Omni-channel”, Customers says “Smartphone”

Silvia Planella/ December 4, 2013/ blog

Businesses have been focusing for the last 5 years in the multi-channel approach. There are still some CEO’s reluctant to include new channels to the basic telephone answering channel.

Smartphones are changing the way consumers make contact with companies. It is important to embrace new technologies and the “Multi-channel” approach is vital in most market sectors.

Smartphones provide customer with the following functionalities:
– Call
– E-mail
– Chat
– Use social Media
– And text

We are currently offering all these services on a 24 by 7 basis live chat, e-mail handling, social media, telephone answering service, text messages.

So, if you are a CEO and you are still reluctant to use the “Multi-channel” approach, simply use the “Smartphone” approach. Find 1 device (our Contact Centre) to manage all your channels!