Making your business stand out hinges on your ability to offer exponential customer experience. And contact centers are of considerable importance when it comes to customer satisfaction. Yet most people are hesitant to approach call centers due to their frustrating experience while calling a company for service.

But things are different now. There has been a significant evolution in contact centers in the last two decades. It’s virtually unrecognizable from its predecessor. While phone calls were the primary touch point between any business and customers, today, we have omnichannel services like email, web chat, texting, and social media to stay in touch with customers. And that has taken customer experience to the whole next level.

The blog will guide you through what an omnichannel contact center is, some of its features, and its benefits.

What is an omnichannel contact center?

An omnichannel contact center is an interaction hub where the organization streamlines customer interaction from different communication channels like phone, chat, email, text (SMS), and social media.

The interactions of multiple channels are automatically synced with each other, which makes it easier for the representative to study past conversations and assist the customers better. Also, it means that customers can choose their preferred channels to interact whenever and wherever they like and continue from where they left off.

Why do we need omnichannel support for contact centers?

1. Better customer insight

Collecting information via omnichannel support like chat, social media, and forums is easier. You can access the chat transcript and evaluate the customer’s journey. Thereby depending on need, data and customer information can be quickly accumulated at any time. It gives you context on customers’ needs on various channels and how you should further interact with your clients.

Such information can be priceless as you can make improvements and always offer better service.

2. Improve agent productivity

If it’s a phone call, an agent can only speak to a single customer at a time. You need to hire more manpower to deal with a maximum number of clients. Whereas channels like chats and social media serve hundreds and thousands of customers at a time.

Therefore agents are loaded off from performing minor and repetitive tasks. As a result, they get to focus on more complex tasks and add real value to the organization.

3. Reduction in call center costs

Omnichannel support saves you a lot compared to support based entirely on phone calls. Many channels offer a self-help facility like a knowledge base. It encourages customers to help themselves with answers before turning to an agent.

It takes away a substantial operational burden from agents’ shoulders. That means you can save a lot of operating costs.

4. Enables brands to cater to a diverse audience

Having various automated communication channels allows you to engage with potential and existing customers. Social media or live chat engagement even helps you increase your customer base. The easy-to-use features and genuine reviews in social media have made it a popular channel for customers. Therefore you must have several channels as an option for engagement to strengthen the omnichannel customer experience.

5. Customer satisfaction

Customers are always happy with brands that offer an omnichannel customer experience. That is because it makes customer purchase journeys smoother, eliminating hurdles they face while interacting with your brand.

They perceive your brand the way you serve them. Leveraging more touchpoints for buyers allows you to understand how omnichannel benefits customers. If you don’t expand your channels, your customer’s buying experience is more likely to suffer, which will ultimately affect your business.

Omnichannel Contact Center vs Multi-channel Contact Centre

Both multichannel and omnichannel contact centers are similar to each other to some extent. They both deploy multiple channels for interactions. However, there are a few points that set apart multi-channel from omnichannel contact centers.

In a multi-channel contact center, the interaction that takes place in a particular channel stays in that channel. Customers who switch to another channel will have to repeat their stories from the start. For instance, if a customer approaches a company’s Facebook page and raises his problem regarding the product, then he is routed to talk to an agent via call. Here the customers have to repeat the complete details because the data in social media is not synced with phone calls.

However, omnichannel contact centers sync every channel with one another, making the customer journey more manageable. If a customer raises a concern about the product on the website chat, he might later on continue the conversation with the product specialist via live call. Here, he will not have to repeat himself after switching the channel.

The product specialist can easily access the previous website chat. It helps them prepare for a phone call.

Therefore it’s easier to switch communication channels for customers in omnichannel as compared to multi-channel.

In addition to that, multi-channel contact centers can be a bit more expensive due to the need for companies to hire more customer service agents. With an omnichannel contact center, businesses can set themselves up to deliver self-service, reducing operational costs.

What features do you need to look for in an Omnichannel Contact Center?

1. Omnichannel routing

This method assigns work to agents based on their expertise so that contacts connect to the right agent at the right time, irrespective of the interaction channel.

The interaction appears within the agent’s dashboard. The agent could type the response to the chat message without moving to any particular channel from where the query arises.

2. Customer sentiment analysis

Knowing how your customers feel about your brand leads to outstanding customer experience. Customer sentiment analysis uses AI to discover emotions in online communication that helps you understand customers’ feelings. It guides the business to respond effectively to its customers.

The sentiment analysis uses NLP and algorithms to detect patterns in text and differentiate opinions as positive, negative, or neutral. It also identifies some keywords like “tracking,” “late order,” ” return” etc.

3. Software Integration

Software integration brings together two or more channels and works in tandem. It makes it possible to consolidate data from disparate channels and get accurate information.

It promotes better functionality and performance across various channels. It simplifies complex business processes by unifying them under a single interface. Therefore your contact center should integrate with the best third-party CRM for a seamless customer experience.

4. Analytics and Reporting

Analyzing live and past communication helps the contact center analyze the KPIs. It helps admins evaluate the efficiency of every department and individual and identify the backlog in channels.

The analytics include:

• Average phone/video call duration
• Most interacted channel
• An average number of outbound interactions, and rate of engagement.
• Cost per contact, average hold time, average response time.
• Customer satisfaction rate (CSAT score)

Challenges in implementing Omni channel for call center

1. Customer data synchronization

You can only offer seamless omnichannel customer support when you have up-to-date information about customers. And that includes contact information, purchase history, etc. But that is not always the case.

Most of the time, data is found spread across various systems. You might have a help desk system for support requests, CRM for sales, and an e-commerce platform for purchase history. It makes it challenging to have a complete picture of your customer.

Not just that, you might update a customer’s address in your CRM but fail to update it in the helpdesk system. Hence data is not synchronized, which might cause data loss.

2. Organizational silos

In most organizations, separate teams take care of different channels, products, or services. However, a simple journey that stays within particular silos may function well, but no one is accountable for the overall customer experience.

As a result, businesses fail to understand how customers perceive their brand and how they interact. And customers find the brand responsible for the overall experience. Especially if the organization is siloed, the performance of each silo may be measured individually. But the fact is that the total customer experience is not just the sum of its parts.

For instance, your channels, like phone, and video chats, may all be performing well, but the lack of integration will ruin the whole experience.

3. Legacy system

The way brands deal with, and process customer inquiries have evolved. They have adopted and modified their system, but their lack of agility has failed to meet ever-evolving customers’ requirements.

Organizations that are used to their legacy system find it difficult to integrate systems outside the silo.

The ability to use and adapt new technology improves business effectiveness and creates a better front-line customer experience.

4. Data management and governance

While creating a holistic journey for customers by integrating various interaction channels, you must also bring together the data.

Just like diverse channels being integrated, the data are various as well. So there’s always a privacy concern regarding sensitive credentials. Since multiple platforms are involved, there’s a concern related to data theft, fraud, and other privacy breaches.

Conclusion

You can grow your business faster and build an everlasting relationship with your customers, assisting them throughout their journey. All you need to do is leverage customer interactions across the channels customers prefer.

With Chat360, you can have multiple channels and one interface. It allows you to streamline your business workflow by configuring impactful business rules in omnichannel contact center software. You can book a free demo for a better understanding.

Further, read:

5 Ways to Make Customer Support Automation as your Strategic Advantage

Customer Satisfaction Score (CSAT) is an essential metric for businesses to measure how satisfied customers are with their experience and identify areas for improvement. CSAT can be measured through surveys, feedback forms, and other methods. Chatbots are an increasingly popular way for businesses to measure customer satisfaction.

Chatbots are computer programs that simulate natural conversations with customers, making it easy to ask them questions about their experiences. This allows businesses to quickly collect customer feedback, which can then be used to improve their products and services.

Businesses can collect real-time feedback, giving them an accurate picture of customers’ sentiments at any time. Using this data, they can make changes to meet customer needs better.

How can you measure Customer Satisfaction Score?

Customer Satisfaction Scores (CSAT) come in various types, each serving a distinct purpose. From Overall CSAT for holistic feedback to Transactional CSAT focusing on specific interactions, and Agent-Specific CSAT pinpointing service quality, these metrics offer nuanced insights into customer satisfaction, vital for refining business strategies and enhancing customer experiences.

Below present table give information on the different types of Customer Satisfaction Score:

Chatbots for CSAT – What does it mean?

Chatbots collect customer satisfaction data quickly and easily, making them an efficient tool for businesses. They can be used to send automated messages to customers, ask more detailed questions, and provide faster insights into customer satisfaction. In addition, companies can save time and resources by automating customer feedback.

Here are five reasons businesses should use chatbots to collect CSAT:

1. Chatbots can send automated messages to customers, making it easier to reach out to more customers and increase response rates.

2. Chatbots can be programmed to ask customers more detailed questions and provide more accurate feedback.
are more cost-effective than traditional customer satisfaction surveys, as they require no manual labour and can be set up quickly and easily.

3. Chatbots can collect customer feedback in real time, allowing businesses to make quick decisions to improve customer satisfaction.

4. Chatbots can be programmed to automatically respond to customer feedback and provide personalized responses, allowing companies to save time and resources.

Benefits of using Chatbots for improving CSAT

Optimizing Customer Satisfaction (CSAT) is essential for any business as it helps measure the CSAT score and the success of customer service. Here are five reasons why you should optimize your CSAT:

1. Improved Customer Retention:

If customers are happy with the service they receive, they are likely to return and even refer other customers.

2. Increased Revenue:

Customers with high CSAT scores are more likely to purchase additional products and services, increasing business revenues.

3. Reduced Customer Complaints:

Customers who are satisfied with their customer service experience are less likely to complain, reducing the load on your customer service agents.

4. Improved Brand Image:

Satisfied customers are more likely to share their positive experiences with others, thus improving the organization’s brand image.

5. Higher Customer Satisfaction:

Optimizing CSAT helps ensure that the customer service experience meets customer expectations and helps the organization understand its customers better.

Ways to use Chatbots for CSAT

A study by Deloitte found that over 50% of customers prefer to be supported by bots over humans, and more than 70% of customers would use a chatbot if offered one. Companies that adopt chatbot technology can quickly capture and gain insights from customer feedback.

Chatbots allow companies to respond to customer inquiries quickly and efficiently, and they can help to reduce the time and effort it takes to collect CSAT scores. Additionally, companies can use chatbots to track customer satisfaction over time and use the data to determine areas of improvement.

For customers, chatbots provide an easy and convenient way to share feedback on their experience with a company.

The following are five methods for using chatbots to collect CSAT:

1. Automated surveys:

CSAT chatbots can send automated surveys to customers after they have completed a purchase or interacted with the company. The surveys can collect CSAT data and gain insight into the customer experience.

2. Conversation-based surveys:

Chatbots can be used to create conversation-based surveys. This allows customers to provide feedback in an informal, conversational way without forms, resulting in higher responses.

3. Real-time feedback:

CSAT chatbots can also be used to collect real-time feedback from customers. This allows a company to get feedback on their products and services in the moment of their service, which can help them improve their customer experience.

4. Follow-up surveys:

Follow-up surveys can be used to collect CSAT data after some time since the customer has interacted with the company. Chatbots can send out follow-up surveys to customers on their preferred channels and gather feedback on how the company performed.

5. Customer service surveys:

A customer service chatbot can be used to collect CSAT data. The agent handling the live chat can ask customers about their experience with the company and provide feedback on how the company can improve.

How to implement CSAT Chatbots on your platform?

Businesses can use Chat360’s chatbot to implement a CSAT chatbot and increase customer engagement, satisfaction, and loyalty. CSAT chatbots powered by NLP are a great way to understand customer behavior, gain insights into customer satisfaction, and identify improvement areas.

Chat360’s chatbot can be integrated into existing customer support systems, allowing businesses to respond to customer inquiries quickly and efficiently, at different touchpoints. Companies can collect customer feedback to gain insights into customer needs and expectations.

What sets them apart is that Chat360’s CSAT chatbots can be customized to meet a business’s and its customers’ specific needs. It can be used to set up automated surveys that customers can take at any time, allowing companies to collect customer feedback in real time.

Schedule a free demo today!

A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction with a company’s product or service. It measures the likelihood of customers recommending the brand to others on a scale from 0 to 10. 

Net Promoter Score is categorized as promoters (scoring 9-10), passives (scoring 7-8), or detractors (scoring 0-6). NPS is calculated by subtracting the percentage of detractors from the percentage of promoters, disregarding passives. 

Therefore, one can calculate the NPS using the formula NPS= % Promoters-% Detractors

This simple metric offers insights into customer sentiment and helps businesses identify areas for improvement in their offerings.

Net Promoter Score Categorization

Net Promoter Score (NPS) employs a scale from 0 to 10 to evaluate customer satisfaction and loyalty. Respondents are segmented into three distinct categories based on their ratings. 

1. Promoters: Promoters, typically scoring 9 or 10, are the advocates of your business who enthusiastically endorse the brand, contributing to its growth through positive word-of-mouth. 

2. Passives: Passive, with scores of 7 or 8, exhibit moderate satisfaction but lack the same level of advocacy, often remaining neutral in their recommendations. 

3. Detractors: Detractors, scoring between 0 and 6, express dissatisfaction and are prone to negative word-of-mouth, potentially impacting the brand’s reputation. 

This classification framework enables businesses to identify areas for improvement, cultivate strong customer relationships, and foster brand advocacy.

Leveraging Multichannel Campaigns to Boost Net Promoter Score (NPS)

To enhance their Net Promoter Score (NPS), businesses utilize a diverse array of campaigns implemented across multiple communication channels. These campaigns aim to actively engage with customers, gather feedback, address concerns, and foster positive relationships. By deploying strategies such as email campaigns, social media engagement, website optimization, and more, businesses seek to influence customer perceptions and experiences positively. Each channel offers unique opportunities to interact with customers, gather insights, and ultimately improve NPS scores by focusing on enhancing satisfaction, loyalty, and advocacy. Through strategic campaign planning and execution, businesses can effectively elevate their NPS and cultivate strong customer relationships. These channels include:

1. Email Surveys: Businesses send surveys via email to collect feedback from customers. These surveys typically contain questions related to the customer’s experience and likelihood of recommending the product or service.

2. Website Feedback Forms: Feedback forms are embedded on company websites, allowing visitors to provide feedback directly on their experience with the site’s usability, content, or products/services.

3. Social Media Platforms: Companies engage with customers on platforms like Facebook, Twitter, and LinkedIn to gather feedback, address concerns, and build relationships. Social media also serves as a platform for customers to share their experiences publicly.

4. Phone Surveys: Companies conduct surveys over the phone to gather feedback from customers. These surveys may involve scripted questions or open-ended discussions about the customer’s experience.

5. SMS/Text Message Surveys: Short surveys are sent to customers via text message to gather quick feedback on their experience with a product or service.

6. In-App Feedback Tools: Mobile applications often include built-in feedback mechanisms that allow users to provide feedback directly within the app, offering insights into their experience and satisfaction levels.

7. Online Chat Support: Businesses offer online chat support on their websites or mobile apps, providing customers with a direct channel to communicate their feedback, ask questions, and receive assistance in real-time.

8. Customer Review Platforms: Companies monitor and respond to reviews on platforms like Yelp, Google Reviews, and TripAdvisor, addressing customer feedback and publicly demonstrating their commitment to customer satisfaction.

9. Focus Groups: Businesses organize focus groups consisting of a select group of customers to gather in-depth feedback and insights on specific products, services, or experiences.

10. Customer Advisory Boards: Companies establish advisory boards comprising loyal customers who provide ongoing feedback, insights, and suggestions for improving products, services, and overall customer experience.

11. Customer Experience Events/Webinars: Businesses host events or webinars focused on customer experience, providing opportunities for customers to engage directly with company representatives, share feedback, and learn about new products or initiatives.

12. Net Promoter Score Software Platforms: Specialized software platforms are used to automate the collection, analysis, and reporting of Net Promoter Score data, allowing companies to track and manage customer feedback more effectively.

13. Community Forums/Groups: Companies create online communities or forums where customers can interact with each other, share experiences, ask questions, and provide feedback directly to the company.

14. Customer Feedback Hotlines: Dedicated phone lines are established for customers to call and provide feedback, voice concerns, or seek assistance from customer service representatives.

15. Mystery Shopping Programs: Companies employ mystery shoppers to evaluate the customer experience by anonymously interacting with the company’s products, services, and staff, providing valuable insights into areas for improvement.

Why do you need to optimize the Net Promoter Score?

The higher the NPS, the more likely the users will recommend your business. Hence businesses need to optimize the NPS.

Here are some of the benefits of optimizing the Net Promoter Score:

• A high NPS indicates high customer loyalty, and optimizing it helps increase this number.
• By collecting NPS surveys, companies can identify areas of improvement.
• Businesses can gain a competitive advantage with word-of-mouth marketing.
• A high NPS ensures recurring customers, which translates to a continuous income stream.
• Businesses can improve their customer service by addressing customer concerns.

How to use chatbots to collect and improve NPS?

Chatbots serve as versatile tools for engaging customers in meaningful conversations aimed at gathering valuable feedback, thereby playing a crucial role in enhancing Net Promoter Score (NPS). 

These AI-powered chatbots provide businesses with a dynamic and efficient channel through which they can interact with customers in real-time. By initiating proactive conversations, chatbots can prompt customers to share their opinions, satisfaction levels, and suggestions, facilitating the collection of actionable feedback. Moreover, chatbots offer a convenient and accessible platform for customers to express their thoughts, eliminating barriers to communication and increasing response rates. 

This seamless interaction fosters a sense of engagement and partnership between businesses and customers, ultimately contributing to improvements in NPS by addressing concerns and enhancing overall satisfaction.

Here’s how businesses can utilize chatbots effectively:

1. Real-time Feedback Collection: Implement chatbots on websites, mobile apps, or messaging platforms to initiate conversations with customers and solicit feedback on their experiences. Chatbots can ask targeted questions related to NPS, such as likelihood to recommend and reasons for their score, facilitating real-time data collection.

2. Personalized Interactions: Customize chatbot interactions based on customer data and behavior to deliver personalized experiences. By tailoring questions and responses to individual preferences and past interactions, businesses can enhance engagement and gather more insightful feedback.

3. Seamless Integration with NPS Software: Integrate chatbots with NPS software platforms to automate the collection and analysis of feedback data. This streamlines the process of aggregating responses, identifying trends, and generating actionable insights to improve NPS scores.

4. Proactive Issue Resolution: Use chatbots to proactively address customer concerns and resolve issues in real time. By identifying dissatisfied customers through NPS feedback, chatbots can initiate conversations to offer assistance, rectify problems, and prevent negative sentiment from impacting NPS.

5. Continuous Improvement: Leverage chatbot analytics to monitor performance metrics, such as response rates and user satisfaction. Analyzing chatbot interactions and feedback trends enables businesses to identify areas for improvement in their NPS collection processes and refine chatbot strategies accordingly.

6. Multichannel Deployment: Deploy chatbots across multiple communication channels, including websites, social media platforms, and messaging apps, to reach customers wherever they prefer to engage. This omnichannel approach ensures broader outreach and maximizes feedback collection opportunities.

7. Educational Resources and Promotions: In addition to collecting feedback, chatbots can provide customers with educational resources, product information, or promotional offers based on their NPS responses. By offering value-added content or incentives, businesses can foster positive experiences and encourage higher NPS scores.

By leveraging chatbots strategically in NPS initiatives, businesses can enhance customer engagement, streamline feedback collection processes, and drive improvements in overall satisfaction and loyalty.

Chatbots for NPS – What does it mean?

Chatbots are a powerful tool for businesses to collect customer feedback and sentiment, including Net Promoter Score (NPS). Its interactive methods allow companies to request users to submit feedback, identify potential issues, and improve customer service.

Here are five reasons why brands should use chatbots to collect NPS:

1. Speed and accuracy:

Chatbots enable businesses to quickly and efficiently collect customer feedback. Because of AI, they can decipher customer intent accurately and respond to customers appropriately. As soon as a conversation is over, the chatbot can request quick feedback to collect NPS scores from many people.

2. Cost Savings:

Chatbots are cost-effective and require little to no maintenance or operational costs. Moreover, chatbots can collect NPS from customers around the clock, even beyond business hours. This makes them an excellent choice for businesses seeking to reduce costs while still collecting valuable customer feedback.

3. Customization:

Chatbots can be customized to fit the needs of the business, allowing companies to ask specific questions or tailor the survey to the customer. This helps ensure that the feedback collected is relevant and meaningful.

4. Improved engagement and personalization:

Chatbots are interactive and engaging, making them more likely to capture customers’ attention. Further, they can be personalized to customers’ preferences, allowing businesses to send tailored surveys based on customer data. This helps to ensure that the feedback collected is accurate and relevant to the customer, resulting in more meaningful NPS scores.

5. Customer convenience:

Chatbots enable customers to provide feedback quickly and conveniently without filling out long surveys. The feedback collection can also be implemented on multiple channels based on customers’ preferences. This makes it easier for customers to provide feedback, increasing the likelihood of a higher response rate.

Benefits of Utilizing Chatbots for NPS

Chatbots represent a game-changing asset for businesses in their quest to gather and leverage customer feedback, particularly regarding Net Promoter Score (NPS). Here’s why integrating chatbots into NPS initiatives yields significant advantages:

1. Rapid Response and Precision:

Thanks to their AI capabilities, chatbots swiftly interpret customer queries and deliver accurate responses. Post-interaction, chatbots can promptly solicit feedback, enabling businesses to swiftly amass NPS scores from a wide customer base.

2. Cost-Efficiency:

Chatbots offer a cost-effective solution for NPS collection, requiring minimal maintenance and operational expenditure. Their ability to operate 24/7 ensures continuous feedback acquisition, presenting an economical option for businesses keen on budget optimization without compromising data quality.

3. Tailored Surveys:

Customization lies at the core of chatbot functionality, allowing businesses to craft tailored surveys that align with their specific objectives. This bespoke approach ensures that feedback gathered is both relevant and insightful, enhancing the value derived from NPS assessments.

4. Enhanced Engagement and Personalization:

By virtue of their interactive nature, chatbots captivate customer attention more effectively than traditional feedback methods. Furthermore, their adaptability enables personalized interactions based on individual customer preferences and behavior. This personalized touch not only increases engagement but also ensures that the feedback received is pertinent and actionable, thereby enriching NPS evaluations.

5. Streamlined Customer Experience:

Chatbots streamline the feedback process, offering customers a convenient avenue to express their opinions without the hassle of lengthy surveys. Moreover, their multi-channel deployment accommodates diverse customer preferences, allowing feedback collection across various platforms. This convenience factor boosts response rates, facilitating a more comprehensive understanding of customer sentiment and driving improvements in NPS scores.

Implement NPS Chatbots on your platform with Chat360

Businesses can use Chat360’s chatbot to implement an NPS chatbot and increase customer engagement, satisfaction, and loyalty. NPS chatbots are a great way to gain insights into customer satisfaction and identify areas of improvement.

Chat360’s chatbot can be integrated into existing customer support systems, allowing businesses to respond to customer inquiries quickly and efficiently. Additionally, NPS chatbots can be used to collect feedback from customers, helping companies to gain insights into customer needs and expectations.

What sets them apart is that Chat360’s NPS chatbot can be customized to meet a business’s and its customers’ specific needs. It can be used to set up automated surveys that customers can take at any time, allowing companies to collect customer feedback in real time.

Additionally, through natural language processing, Chat360’s chatbot can understand customer queries and provide personalized responses. All this adds up to excellent customer experience and reduced costs for the business

Want to know more on how we do it? Schedule a free demo today!

Your competitors are just a click away from your customers, you must provide a personalized customer experience so that your customers happily stay loyal to your brand. And Omni channel customer service is a key driver for customer satisfaction..

Customers connect emotionally to those brands to whom they can easily connect via any channel (phone, email, social media, web chat, etc). And it’s not just customers who benefit from it, even businesses can fulfill their orders from anywhere.

As per Internet retailer companies having a strong Omni channel customer service strategy have customer retention of an average of 89% as compared with 33% for companies with a weak strategy.

Omni channel customer support strategy that leading brands use

Starbucks email strategy

In 2018, Starbucks had 60 million loyal groups of customers who were actively enrolled in Starbucks rewards, but those customers didn’t have any digital relationship with the brand.

Therefore Starbucks implemented an Omni channel retailing strategy. They forced a digital relationship by providing free wifi in exchange for an email ID. For that, they offered a solution where users would get a 10% off code in exchange for their email address.

The newly acquired email addresses were then used to drive retention and purchase frequency.
They sent unique triggered emails with discount offers on specific products which expired on the same day and were available during a certain timeframe.

The strategy helped Starbucks to drive digitally registered customers into stores during non-peak hours.

Spotify uses social media support for a better customer experience

Days are gone when you had to simply send a request for your favorite songs and wait for them to play on the radio or television. Or save some bucks to buy cassettes and CDs to listen to your favorite song.

Today, you can stream your favorite songs online or offline via mobile phones, computers, and smart TVs. And Spotify has been one of the major drivers causing a shift in the way we consume music.
Not just that, their outstanding customer support has won them the Webby Award for social media customer support.

Spotify leverages its product on social media like Twitter. Those Spotify users who reach out to the Twitter handle @SpotifyCares get to listen to thematically appropriate songs selected by the support team. Not many brands have the opportunity to play their songs on other social media platforms.

Not just that, Spotify offers a knowledge base where consumers can find up-to-date contents about the product and service whenever they want without having to wait for the support team to fetch a suitable solution.

National Geographic

National Geographic employed a conversational chatbot who would interact like Einstein. The bot was created to promote their new show Genius. It would reply to the users with information about the show and other interesting facts.

The bot made the users feel connected by answering professional and personal questions in real-time in a human and friendly way.

As a result, there were 6-8 minutes of average conversation, 11 turns per conversation, and 50% of user re-engagement. Thereby the user-friendly chatbot strategy did a wonderful job.

Case studies of Omni channel customer service enabled companies

AirHelp

AirHelp is a famous brand that advocates and protects passengers’ rights. By now it helped more than 16 million passengers with delayed, canceled, and overbooked flights.

Challenges

Having a support team in over 35 markets who spoke 16 languages, AirHelp faced problems in monitoring their performance through their social media profiles with a single dashboard.

They wanted to reduce the agent’s response time with proper ticket assignment but couldn’t assign the ticket to the right expert due to the language barrier.

Solution

AirHelp Implemented an Omni channel support strategy and integrated social media and messaging apps.

They added 846 response templates to improve response time.

Incorporated one dashboard to evaluate all metrics of customer service, assign resources based on real-time data, and measure team performance with the help of KPI.

Result

• It helped AirHelp to improve their response time on Facebook by 65%
• Their customer service coverage expanded.

Datamatics

Datamatics is a technology company that builds data-driven business intelligence solutions to digitally transform itself with the help of Robotics, AI, mobility, cloud, and advanced analytics.

Challenges

The clients asked for better customer service. The lack of efficient customer service resources largely affected the customer experience. Therefore Datamatics wanted to provide exceptional customer service to their ever-growing client base which in return would help in the growth of a digital marketplace business on an expandable platform.

Solution

Datamatics focused on customer service infrastructure and deployed Omni channel customer service (phone, email, chat support) and dwindled issues related to service and scalability.

Result

• The quality output increased to 98.33%.
• The live chat answer response improved by 98%.
• There was a reduction in email TAT by 4hrs.
• Feedback rating on Amazon virtual marketplace improved to 5.0.

Walmart case study

Walmart is a very famous retail corporation from the USA, headquartered in Arkansas. It’s well known for operating discount department stores, grocery stores, and a chain of hypermarkets.

Challenges

Founded in 1969, Walmart grew exponentially by opening large stores in the suburbs, streamlining its supply chain, and offering high sales at low profits. But the rise of E-commerce giants like Amazon lured away their customers. As a result, they were losing customers.

Solution

Studying the crisis, in 2010, Walmart opted for the Omni channel strategy. Having a large network, they made the most out of it by focusing on improving customer satisfaction and increasing sales at existing stores. Started Offering online grocery delivery service which delivered the food ordered online from stores to customer’s doorstep. Also, it allowed customers to receive products purchased online at the store parking via ‘online grocery pickup’.

Result

Walmart’s performance returned to life. Their online sales would now compete with Amazon.

How to implement omnichannel support for your business?

Identify customers

Before you implement Omni channel support for your customers, you need to identify your prospective customers first. You can’t sell your product to just anyone and everyone. You need to understand who your idle customers are going to be. You need to have a target audience. It makes the Omni channel strategy more effective.

You should be aware of your customer’s demographic, customers’ behavior, the preferred mode of communication, buying habits, and various other preferences.

Digging into the minute details helps you assist your customers better.

Conduct audience segmentation

Once you have a detailed understanding of your target audience, categorize them into groups. It helps you offer relevant products to the right customers.

Customers get frustrated when they receive irrelevant content. Segmentation helps you offer personalized service.

And if you think segmentation is a tough task. Worry not. Most Omni channel marketing automation solutions carry out rule-based customer segmentation based on the target audience you’ve set. It can be based on gender, customer loyalty, previous engagement level, geography, etc. The solution allows you to even customize the persona if you want to expand them.

Prioritize channels and devices

Be it using your website or speaking with support agents over the phone, every channel has a unique role to play. Customers perceive your brand as per their experience. There are innumerable channels. Each of them provides a unique customer experience. The channel you select to bring your customer strategy to life is equally as crucial as the messages that you communicate on their platforms.

However, selecting the right support channel that mixes right with your organization is not that simple. You’ll have to be mindful while selecting the right channel.

For instance, individuals in traditional sectors may expect human interaction, while individuals working in fast-moving technology sectors may prefer a high-level response via devices.

Use analytics to understand your audience’s preferences and select the right channel.

Integrate Omni channel

Integrating all the online and offline touchpoints is the toughest part of adopting Omni channel customer support.
Smooth integration of different channels forms the foundation of the Omni channel strategy. Failing to integrate the channels successfully will harm your business.

You’ll have to carefully select the right set of technologies to smoothen the process.

Chat360 helps you unite different channels that involve tracking your customers and their shopping experience across every channel and connecting it with others without having to use heavy codes or programming language.

Train your team

Customer support staff are the pillar of customer service. Since social media is expanding, smartphones are upgrading, and websites are updated every day, the support team should be able to adapt to the change and understand current expectations.

Therefore proper training plays a huge role in keeping the staff updated. Make sure your support agent understands Facebook, Twitter, and other channels, along with contact center AI software, to offer a flawless customer experience.

Measure your performance

While implementing an Omni channel customer support strategy, you should also define the key performance indicators (KPI) that measure the success of the strategy. Accessing your omni channel strategy is critical to understand what is working and where improvement is required.

With several channels in the mix, it can be difficult to evaluate them and compare their results. And for that, you might need tools to study all the cross-channel data. Therefore keep an eye on reports and analytical data as they give you an idea about which way your campaign is heading.

Also, only measuring the efficiency is not enough. Your Omni channel strategy should be flexible enough to adapt to continuous growth and development.

Conclusion

An omni channel strategy streamlines your communication channels, enabling your team and customer to work smoothly between them. It promotes Quality service that improves ROI. It’s no wonder most enterprises are investing in providing omnichannel support.

Thereby, follow best practices for perfect omnichannel customer support. 24/7 availability and outstanding mobile service will boost sales.

Conversion rate optimization (CRO) is the process of maximizing the number of people who take a desired action on a website. And chatbots for CRO are a great tool to achieve this.

For every business, having an effective website is essential to reach potential customers and gain more online traffic. But getting traffic to the website doesn’t achieve the business goal of making money. This traffic needs to take action. In other words, convert. These actions could be buying a product or a service, subscribing to a newsletter, booking a meeting, or clicking on a link.

Chatbots improve customer experience by sharing the correct information at the right time, reducing steps to complete a process, decreasing wait times, etc. This, in turn, helps in improving conversion rate optimization.

Why do you need to optimize the conversion rate?

Increasing the conversion rate means getting more value from the visitor, thereby reducing customer acquisition costs (CAC). Optimizing the conversion rate can increase the revenue per user, get more customers, and eventually grow your business.

For example, if your website homepage gets a traffic of 2000 visitors per month and a conversion rate of 10%, then it means 200 people are taking action on your website. Now let’s increase this conversion rate by 5%. At a 15% conversion rate, you get 300 people to take action on your website homepage.

As you can see from the above example, CRO directly impacts how your visitors interact with your website, leading to better user engagement. It helps you get more customers without driving more visitors to your website, hence allowing you to reduce your marketing budget.

Optimizing the conversion rate also warrants a better understanding of your audience and more relevant leads. It helps you send out the right message at the right time. Which in turn builds trust. In exchange, users share email addresses and phone numbers with your business. A win-win.

Chatbots for CRO – What does it mean?

CRO chatbot engages with website visitors using personalized conversations and provides tailored responses in real time. They optimize the conversion rate by improving customer experience. Some ways it does that are:

1. Answer customer questions instantly
2. Help them find the product/service they are looking for
3. Walk them through the checkout process
4. Fill forms in a conversational manner
5. Collect feedback about their experience

The best part is chatbots can offer personalized services at scale. It becomes crucial as you grow your business. A small business with 200 visitors a month might still be able to pay attention to every customer visiting the website. But as you grow to 1000, 10,000, or 1,00,000 visitors a month, assigning resources to cater to every visitor is burdensome and expensive. Chatbot solves both these problems.

Moreover, a chatbot isn’t just a tool to personalize conversations. It’s also a tool for customer rate optimization. Businesses can increase the number of website visitors converting into customers who take the desired actions on a page.

Choosing the Right Chatbot Platform

Selecting an appropriate chatbot platform is a critical decision that significantly influences the success of your Conversion Rate Optimization (CRO) efforts. The right platform ensures seamless integration, scalability, and an enhanced user experience. Here’s a guide to help you make an informed choice:

Key Considerations:

Scalability and Flexibility:

Look for a platform that can scale with your business growth. It should offer flexibility to adapt to evolving needs and integrate seamlessly with your existing systems.

Integration Capabilities:

Ensure the chosen platform can integrate with your analytics tools, customer databases, and other relevant systems. This integration is vital for obtaining comprehensive data insights to enhance CRO.

Ease of Customization:

Choose a platform that allows easy customization of chatbot interactions. Tailoring the chatbot’s responses to align with your brand voice and specific CRO goals is crucial for success.

User-Friendly Interface:

A user-friendly interface is essential for your team to efficiently manage and update chatbot functionalities. Consider platforms that offer intuitive dashboards and easy-to-use tools.

Multichannel Support:

Opt for a platform that supports multiple communication channels, such as website chat, social media, and messaging apps. This ensures a consistent user experience across various touchpoints.

Security and Compliance:

Prioritize platforms that adhere to robust security measures and comply with data protection regulations. Protecting user data is paramount to building trust and ensuring legal compliance.

Natural Language Processing (NLP) Capabilities:

Choose a platform with advanced NLP capabilities. Natural language processing enables chatbots to understand and respond to user queries more accurately, enhancing the overall user experience.

Popular Chatbot Platforms:

Chat360:

Known for its no-code installation, Chat360 offers businesses a quick and customizable solution for deploying chatbots across various platforms, including websites, WhatsApp, Instagram, and Facebook Messenger.

IBM Watson Assistant:

IBM Watson Assistant is renowned for its powerful AI capabilities, providing businesses with advanced tools for creating intelligent chatbots with natural language understanding.

Microsoft Azure Bot Service:

Azure Bot Service is an integrated environment by Microsoft that facilitates the development, testing, and deployment of chatbots across multiple channels.

Measuring CRO Success with Key Metrics

Conversion Rate Optimization (CRO) with chatbots involves tracking specific metrics to evaluate their effectiveness in driving desired user actions. By focusing on key metrics tailored to chatbot interactions, businesses can assess performance and refine strategies for enhanced outcomes. Here are essential metrics for measuring CRO success with chatbots:

Conversion Rate of Chatbot Interactions (CRI):

CRI measures the percentage of users engaging with the chatbot who successfully complete the desired action. It could include making a purchase, signing up for a newsletter, or accessing specific information. A rising CRI indicates the chatbot’s positive impact on conversions.

User Engagement Rate:

User engagement rate gauges the level of interaction users have with the chatbot. This includes the number of initiated conversations, questions asked, and responses provided. A high engagement rate signifies the chatbot’s effectiveness in capturing user attention.

Task Completion Rate:

Task completion rate assesses the percentage of users who successfully accomplish their intended tasks with the chatbot’s assistance. Whether it’s finding information, making a reservation, or troubleshooting, a higher completion rate reflects successful user journeys.

Response Time:

Response time measures the speed at which the chatbot delivers replies to user queries. A prompt response time contributes to a positive user experience and is crucial for keeping users engaged. Monitoring and minimizing response time is key for CRO success.

User Satisfaction Score (CSAT) for Chatbot Interactions:

CSAT specifically for chatbot interactions gathers user feedback on satisfaction. Users can rate their experience with the chatbot, providing valuable insights into the quality of interactions. High CSAT scores indicate a positive impact on user satisfaction and potential conversions.

Drop-off Rate

Drop-off rate measures the percentage of users who disengage or exit the chatbot interaction prematurely. Identifying points of drop-off helps in refining chatbot scripts and user journeys to minimize user abandonment and enhance CRO.

Intent Recognition Accuracy:

For chatbots using natural language processing (NLP), intent recognition accuracy assesses how well the chatbot understands user queries. Higher accuracy ensures that the chatbot provides relevant responses, positively influencing user actions.

Click-Through Rate within Chatbot:

Click-through rate within the chatbot measures the percentage of users who click on suggested links or calls to action presented by the chatbot. A higher click-through rate indicates successful guidance toward desired actions.

User Retention:

User retention measures the percentage of users who return to engage with the chatbot over time. A high retention rate signifies ongoing value and effectiveness in maintaining user interest, contributing to sustained CRO success.

Task Abandonment Rate:

Task abandonment rate calculates the percentage of users who initiate a task with the chatbot but do not complete it. Analyzing task abandonment helps in optimizing chatbot flows and addressing potential friction points in the user journey.

Implementing a Comprehensive Measurement Strategy for Chatbots:

To effectively measure CRO success with chatbots, businesses should integrate these metrics into their analytics tools, leveraging platforms like Chat360, IBM Watson Assistant, or Microsoft Azure Bot Service. Regularly analyze the data, identify patterns, and iteratively optimize chatbot scripts and functionalities based on insights gained from these key metrics. This iterative process ensures continuous improvement and sustained success in leveraging chatbots for Conversion Rate Optimization.

Ways to use Chatbots for Conversion Rate Optimization

We have established why CRO is important for your business. And we have also said that chatbots can help you optimize the conversion rate. Now let’s look at five ways your chatbots can achieve this.

1. Assist website visitors

Optimization is about improving customer experience, and what better way than automating customer service? Because of the speed and precision, businesses use chatbots to handle customer interactions on autopilot at scale.

Chatbot automation provides instant responses to customer questions, directs them to relevant pages, and assists them in completing purchases. It also reduces wait times, eliminates human error, and connects to an agent immediately.

2. Collect customer feedback

The only way to keep optimizing the conversion rate is to know the customer’s experience. And for this, you need to ask them. Chatbots can collect customer feedback at the end of every conversation to understand their experience and use this data to improve it in the future.

What makes chatbots an efficient tool for collecting customer feedback is the process is simple. Users don’t have to fill out a long form to share their feedback. Instead, they have to click on a couple of options, like giving a star rating or a thumbs up and down. Because of this, chatbots have had more success collecting feedback than any other channel.

3. Personalize the customer experience

Chatbots integrate with different tools to provide personalized experiences. By integrating with tools such as customer databases, CRMs, MarComs, payment gateways, etc., businesses can tailor customer communication specific to their needs. These communications consider individual customers’ preferences, demographics, previous choices, chat history, etc.

With these integrations, chatbots can help customers find the right solution or information at the right time, leading to satisfied users, higher conversions, and more business.

4. Streamline the checkout process

If there’s one place where businesses lose customers, it’s at the checkout process. Users want answers to many questions before making a purchase. Some of these include details on delivery time, shipping costs, payment methods, offers, etc. And if they don’t find these answers, they invariably abandon the cart.

Chatbots can help users convert at this stage by streamlining the checkout process. It can answer all of the above questions for the users and guide them through the process. Moreover, if a user has abandoned the cart, a chatbot can send a message asking them to complete what they started.

5. Provide post-purchase support

If chatbots are good at one thing, it’s at providing support. Post the user who bought a product or a service, a chatbot can help onboard the user, guide them on how to use the service, answer their questions and even troubleshoot a technical issue if the customer faces one.

Furthermore, chatbots can proactively identify potential issues and notify users ahead of time. It helps reduce customer frustrations, improves their experience, builds brand loyalty, and increases customer satisfaction.

Examples of CRO Chatbots

Now that we’ve learned how chatbots are CRO tools let’s look at some real examples.

Kia

Car provider, Kia, uses a Facebook Messenger chatbot to increase their sales conversion rate. The chatbot (Kian) asks for user information and generates a 21% conversion rate—3x more conversions than their website, which has only a 7% conversion rate.

The chatbot uses AI to understand customer intent and answer their questions accurately and instantly. And it doesn’t stop there. When the chatbot sends a follow-up message to the user, it gets a 24% response rate. All this at no extra cost of additional sales representatives.

The chatbot is improving the conversion rate by engaging visitors in meaningful conversations and driving business results better than their website can.

Duolingo

Practice makes perfect, which couldn’t be more accurate when someone wants to learn a new language. Duolingo, the world’s leading language learning app, knows this all too well. But due to a beginner’s embarrassment, users seldom practice. Duolingo uses an AI-powered chatbot app to nudge users to overcome this hindrance.

There are a few chatbot features that are helping Duolingo drive action from users. First, it’s available 24×7. That means they can practice their language no matter where they are or when they log in to the app. Second, AI makes the interaction natural and interactive. It removes the monotony that comes with a predefined script and encourages users to return for more.

Amtrak

Travel is one industry where customers need instant answers. Moreover, it’s an industry that doesn’t sleep. So when a user visits the website during non-business hours, it loses that opportunity to convert. But not Amtrak.

They’ve enabled a chatbot called Julie to help site visitors plan a holiday, book reservations, and navigate the website to find what they are looking for. Customers can visit the website anytime and from anywhere, interact with the chatbot, and take action in a single window. It has led to 30% more revenue per booking and 8x ROI.

How to implement CRO Chatbots on your platform?

CRO Chatbots are becoming increasingly popular in customer service, marketing and sales. They allow businesses to automate interactions with customers and prospects while offloading contact center teams to lower costs and increase operational efficiency. But more than ever, they drive users to take action.

Chat360 is a no-code installation that allows businesses to quickly install and deploy CRO Chatbots on their website, WhatsApp, Instagram, and Facebook Messenger. Companies can customize their bots to their specific needs, allowing them to respond to customer questions quickly and accurately. By doing this, they can minimize customer wait times and provide immediate responses and increase customer satisfaction.

Businesses can integrate their CRM, eCommerce stores, email services, and payment gateways to instantly access existing customer data and better serve customer requests quickly. With its intelligent AI, the chatbots can also hand over the chat to an online agent.

Chat360 also allows businesses to use the platform for sales purposes, such as generating leads, increasing conversions, reducing sales cycles, and boosting sales. Marketing teams can enhance customer experience and improve their pipeline, generate quality leads and retarget audiences with personalized messaging. This helps businesses create deeper customer engagement, build long-term relationships, and deliver improved ROI.

Learn more on how to get started with Chat360 here.

Conclusion

Chatbots are a popular tool for CRO. They can use them to automate customer service tasks, collect data, and encourage interactions with customers. Chatbots provide a variety of benefits to businesses that use them for CRO.

Firstly, chatbots save time and money by automating mundane tasks. Additionally, businesses can use chatbots to prompt customers to take actions such as subscribing, filling out forms, and completing purchases. Finally, chatbots can collect valuable data about customers’ preferences, buying behaviors, and feedback. This data can be used to tweak the customer journey, retarget them with a relevant message, and make changes to the website to increase the likelihood of conversions.

In short, chatbots offer businesses an easy and effective way to optimize their conversion rate and increase customer satisfaction.

Further, read:

How to use Chatbots to collect and improve CSAT?

How to use chatbots to collect and improve NPS?

WhatsApp is everyone’s beloved chat app. We love to connect with our friends and family through its ergonomic chat UI. Its global popularity has also led the parent company Meta to introduce its WhatsApp Business suite, which includes the free WhatsApp Business app and WhatsApp Business API.

While the free mobile app is best suited for small businesses, the WhatsApp API is built for enterprises. It allows larger organizations to connect and interact with multiple users at scale.

Earlier, Meta offered the WhatsApp Business API through its chain of Business Solution Providers (BSPs), but the recently launched Cloud API has revamped the accessibility.

Determining which would be the best API for your business communication plan can be difficult, particularly when deciding between the On-Premise and WhatsApp Cloud APIs. Each option has advantages of its own, but choosing well requires knowing how they differ from one another. 

In this blog we will walk through the main features of each API, their advantages, and the particular situations in which they might be superior to one other. Whether you value cost-effectiveness, control, or scalability above all else, by the end you’ll know more clearly which API fits your business demands.

What is WhatsApp Cloud API?

WhatsApp offers a cloud-based messaging service called the WhatsApp Cloud API that enables companies to include WhatsApp’s messaging features into their apps without requiring on-premise infrastructure. Because of thos WhatsApp’s servers host this API, it can be easily deployed and managed, negating the need for complicated configurations.

To diversify its API usage, Meta eventually launched the WhatsApp Cloud API. Unlike the regionally hosted version of the business platform, WhatsApp Cloud API allows businesses to send and receive messages using WhatsApp’s cloud servers.

WhatsApp Cloud API uses Meta’s proprietary Graph API, which is the key way to get information in and out of the Facebook platform. Since the Cloud API is Meta’s patented service, businesses don’t need to worry about updating and maintaining the API.

The Cloud API has simplified the accessibility of the Business API. Now, most small and medium businesses can use the cloud-hosted version on top of their WhatsApp to seamlessly connect and interact with their users. 

While it’s a much more accessible option of the Business API, the Cloud API may pose some integration and automation limitations. This is mostly because, the Cloud API is a fairly new offering, and not every third-party vendor has solutions built to suit the API.

What is WhatsApp On-premise API?

In terms of WhatsApp On-premise API, businesses can host WhatsApp’s messaging features on their own servers. With this configuration enhanced control over data, adaptability, and adherence to regulations, making it perfect for businesses with particular security or regulatory needs. 

The On-Premise API offers unmatched control and customization, but it requires more resources for setup and maintenance than the cloud-based solution. 

WhatsApp On-premise API is one of the two hosting options available to businesses to use WhatsApp Business’ extended capabilities. It uses the REST API protocol using JSON data formats.

Businesses using the On-premise API need to host the API software on their own servers or on their BSP’s servers. On-premise API works better for much larger organizations with extensive customer communication needs.

5 Key Differences Between WhatsApp Cloud API and On-Premise API

Built to let businesses easily send and receive messages with users, both versions of the API have their pros and cons. Therefore, understanding the key differences between WhatsApp Cloud API and On-Premise API is essential for choosing the right solution for your business.

Let’s understand the difference between WhatsApp Cloud API and WhatsApp On-premise API.

1. Deployment and Maintenance:

WhatsApp’s servers host the Cloud API, which is simple to set up and requires little maintenance. While on the other hand, WhatsApp On-Premise API, gives companies more control over their servers but also requires more complicated setup and regular maintenance.

2. Accessibility to businesses

The top difference between WhatsApp Cloud API and WhatsApp is the method to avail both of them. Cloud API is Meta’s direct offering, which requires no intermediary. And so, it can be set up through Meta in the shortest time.

Whereas, the On-premise API must be availed through a WhatsApp BSP. The BSP works as the middleman to provide access to the comprehensive WhatsApp Business API.

3. Investment and costs involved

When comparing the two, WhatsApp Cloud API might be a more cost-effective choice for businesses of most sizes with realistic communication needs. If you choose the Cloud API, Meta will cover the hosting costs for you. You will only be required to pay per message sent or conversation held.
Whereas, the WhatsApp On-premise API depends on the BSP through which you’re availing it. In this case, you or your BSP will bear the costs of setup and maintenance. Businesses also follow the same message sent/conversation charges.

Meta follows conversation-based pricing which is categorized on two grounds:

• User-initiated conversations
• Business-initiated conversations

4. Messages per second throughput

The On-premise WhatsApp Business API supports throughput of 250 messages per second (MPS). Whereas, the WhatsApp Cloud API supports 80 messages per second, sent and received combined. Cloud API users can also raise a ticket with Meta to upgrade their throughput to 500 messages per second.

5. Certificate management

Certificate Authority (CA) is an organization that issues digital certificates to authenticate content sent from websites and servers. WhatsApp API users hosted on the premise are required to manage their own CA certificate and webhook authentication certificates.

Cloud API users, on the other hand, have their CA certificates handled by Meta directly. It’s wise to note that your Webhooks server must support HTTPS with a valid CA-chained TLS/SSL certificate installed to receive your Webhooks CA certificate.

Comparison between WhatsApp cloud API vs On-premise API

Benefits of WhatsApp Cloud API for Modern Enterprises

It is essential to have a scalable and dependable communication platform in the lightning-fast commercial world of today. Simple to use and packed with functionality, the WhatsApp Cloud API is a strong choice for modern businesses. The Cloud API offers the following main advantages, which make it a great option for companies wishing to improve their messaging capabilities:

• Cost-Effectiveness: The Cloud API eliminates the need for heavy upfront investments in hardware and infrastructure. With no need for server maintenance, businesses can reduce operational costs while still enjoying a powerful messaging solution.

• Scalability: As your business grows, the Cloud API scales effortlessly with it. Whether you’re managing a small team or a global enterprise, the cloud-based solution can handle increased messaging volumes without requiring significant changes to your infrastructure.

• Ease of Deployment: One of the standout features of the Cloud API is its simplicity in setup and deployment. With hosting managed by WhatsApp, businesses can integrate the API quickly without the need for extensive technical resources, making it ideal for companies looking to get up and running swiftly.

• Global Accessibility: The Cloud API is hosted on WhatsApp’s servers, ensuring reliable performance and availability across different regions. This is especially beneficial for businesses operating in multiple countries or with a global customer base.

• Automatic Updates and Security: The Cloud API is regularly updated by WhatsApp, ensuring that your business always has access to the latest features and security enhancements without the need for manual intervention.

Advantages of WhatsApp On-Premise API for Enterprise-Level Control

The WhatsApp On-Premise API is a strong option for businesses whose communication strategies place a high value on control and customisation. There are major benefits for your business when you host the API on your own servers. The following are the main advantages of the On-Premise API for businesses:

• Data Control: Hosting the API on your own servers gives you complete control over your data. This is crucial for industries with strict data privacy regulations, ensuring that sensitive information remains within your organization’s control.
• Compliance: The On-Premise API allows businesses to meet stringent regulatory requirements more easily. With control over data storage and processing, companies can ensure compliance with local and international data protection laws.
• Customization: The On-Premise API offers extensive customization options, allowing businesses to tailor the messaging solution to their specific needs. Whether it’s integrating with existing systems or adding custom features, the flexibility of the On-Premise API makes it ideal for enterprises with unique requirements.
• Security: Managing the API on your own infrastructure, you can implement advanced security measures tailored to your organization’s needs. This ensures that your messaging platform remains secure from potential threats.
• Integration with Legacy Systems: Enterprises with existing legacy systems can benefit from the On-Premise API’s ability to integrate seamlessly. This allows for a smoother transition and consistent operation across all business functions.

Which WhatsApp API is Right for Your Business?

The ideal WhatsApp API for your company will depend on your long-term objectives, technological capabilities, and particular requirements. While there are clear benefits to both On-Premise and Cloud APIs, the best option will depend on your unique needs.

Let’s discuss them in detail:

• Small to Medium-Sized Businesses (SMBs): If your business is looking for a cost-effective, scalable, and easy-to-deploy solution, the WhatsApp Cloud API is likely the better option. It’s ideal for SMBs that need to get up and running quickly without investing heavily in infrastructure. For instance, a growing e-commerce company could use the Cloud API to manage customer inquiries globally, benefiting from automatic updates and robust scalability without worrying about server maintenance.
• Large Enterprises with Specific Requirements: For companies that require extensive customization, control over data, and compliance with strict regulations, the WhatsApp On-Premise API is the way to go. Consider a financial institution that needs to adhere to stringent data protection laws. The On-Premise API allows them to manage their data internally, ensuring compliance while customizing the platform to integrate with their existing systems.
• Hybrid Approach: Some businesses might benefit from a hybrid approach, using the Cloud API for certain applications while maintaining the On-Premise API for areas requiring higher control. This strategy allows companies to optimize both cost and functionality.

How Chat360 can help your business

You can easily incorporate either WhatsApp API into your business processes with Chat360. Chat360 offers the resources and assistance necessary to guarantee a seamless implementation and functioning, customized to your company’s requirements, whether you go for the On-Premise API due to its control and customisation or the Cloud API because of its ease of use and scalability.

Schedule a free demo today!

Over the past few years, there has been exponential growth in the usage of intelligent chatbots due to changing demands from both consumers and businesses. In 2023, the chatbot trends are significantly getting updated with the latest innovations and technologies.

Chatbots that used to perform simple tasks like sending text messages, flight status, getting directions, etc., have evolved into sophisticated tools today. The advancement in AI and NLP has taken chatbots to a whole new level. It has bridged the gap between robotic and human conversation, making chatbots emotionally sensitive and autonomous.

Since consumers no longer seek only round-the-clock service, but also quick resolutions, conversational AI combined with automation has been able to create personalized customer experience at scale. The blog will walk you through some of the statistics of chatbots and some of the common chatbot trends we are going to witness in the coming years.

Chatbot Trends and Statistics for 2025

The research-based statistics below will provide valuable insights related to AI chatbot trends.

1. The global chatbot market size which was USD 2.9 billion in 2022, is estimated to reach USD 10.5 billion by 2026. (marketsandmarkets)
2. The worldwide chatbot market revenue is predicted to amount to USD 454.8 million in 2027, which was USD 40.9 million in 2018. (Statistics)
3. By 2027, around one-fourth of organizations will use chatbots as the primary customer service channel. (Gartner)
4. Instead of traditional mobile application development, more than 50% of enterprises will spend more per annum on chatbot creation. (Gartner)
5. It is estimated that chatbots will handle 70-90% of queries by 2024 (CNBC)
6. As per Invespcro, the chatbot helps businesses save up to 30% of customer support costs by answering 80% of repetitive questions. (Invespcro.com)
7. A Google trends report shows that, in the past 5 years, the interest in AI has increased nearly 3 times. (Google trends)
8. While 60% of millennials are found using chatbots, out of which 70% of them have had a positive experience. (Forbes)
9. 47% of consumers are ready to make purchases using a chatbot. (Hubspot)
10. As per the report, insurance companies are likely to save $1.3 billion globally by 2023 by using chatbots. (Juniper Research)
11. The most common uses of chatbots are sales 41%, customer support 37%, and marketing 17%. (Intercom)
12. After using chatbots, 90% of businesses encountered quicker complaint resolution. (MIT Technology Review)
13. When it comes to customer support, 64% of businesses trust conversational AI for a more customized support experience for customers. (Statistica)
14. In an online retail situation, 34% of customers are more comfortable interacting with AI chatbots rather than talking to live agents. (Statistica)
15. 58% of customers’ expectations towards business have increased due to Emerging technologies like chatbots and Voice Assistants. (Salesforce)
16. Chatbot with higher audience engagement generates a response rate as high as 80-90%. (Matthew Barby)
17. The greatest customer acceptance of AI chatbots in online retail stores is 34%, followed by banking at 20% and the insurance industry at 15%. (Invespcro.com)
18. As per Juniper Research, the insurance sector will save up to 1.3 billion dollars in coming years by deploying Chatbot for customer support. (Juniper Research)
19. 70% of white-collar employees use a chatbot to smoothly carry out daily repetitive tasks. (Gartner)
20. A survey conducted by Facebook showed that, 79% of users felt confident talking directly to live support agents instead of chatbots. (Meta)

The future outlook for chatbots in 2025

Each day more businesses are embracing chatbots as a crucial part of customer service. As per Reports and Data, by 2026, the worth of the chatbot market will be $10.08 billion.

Therefore the future holds a lot for AI chatbots. Yet it doesn’t mean that we’ll be introduced to a whole new technology. But we’ll see that chatbot will become even more mature and capable of anticipating potential users’ needs and increasing efficiency.

Therefore here are a few trends that you’ll be experiencing in the coming years.

1. Chatbots will be more human-like

AI-based chatbots are expected to be more human-like in the upcoming years. Businesses will concentrate more on creating and utilizing chatbots that are indistinguishable from humans. And that can be achieved with an improvement in the field of sentiment analysis, NLP, etc.

NLP chatbots enables computers to understand text and spoken words just like human beings can. Technologies like machine learning and deep learning help computers to process human language, understand it, and figure out the speaker or writer’s intent and sentiment.

Sentiment analysis comes under ML and NLP, which enables the chatbot to determine a user’s emotion via text or voice data. AI chatbot uses sentiment analysis to tailor responses in tune with customers’ moods and provide relevant solutions.

2. More use of AI in contact centers.

Since deploying an AI chatbot improves efficiency and reduces service costs, we will see more contact centers reaping benefits from it. The advanced automation improves customer experience as it offers a self-service tool without having to connect with human representatives.

At the same time, a chatbot can also transfer the call to the live Assistant if the problem is complicated. The conversational AI integrates CRM and offers personalized customer interactions. It keeps track of past conversations and makes it easier to fetch the data immediately when required.

It also schedules customer meetings and performs follow-ups when service representatives are unavailable.

With so much impressive power, there will undoubtedly be more use cases of AI in customer service.

3. Payment Automation

Instant payment will make the customer journey more accessible in the future, and chatbots will allow businesses to automate simple payments. Customers will be able to make the payment over live chats or apps They no longer will have to leave the app or chat for payment.

Thereby selling directly inside your automated messenger by the bot can be quickly done.

Not just that, bots can answer queries related to account balance, send payment alerts to customers, and collect payments.

4. Most social media platforms will adopt AI

Well, social media is no longer just a platform for connecting with friends and family. Today, social media has a wide range of use cases. And businesses have been making the most out of it.

Be it getting in touch with customers, taking care of leads, or nurturing potential clients. Social media plays a vital role.

And amidst making these processes smoother, businesses are employing chatbots.

Integrating AI chatbot with social media helps you study and evaluate various aspects of customer behaviors and allows you to analyze substantial user-generated data like:

• How much time your customers have spent researching the product.
• Which is the most preferred platform.
• The intent behind using the particular social media platform.

5. Rise of voice bots

Voice-based assistants have been rapidly finding their way into our daily lives. Unsurprisingly, there will be more voice-driven customer interactions and research in the upcoming days.

For that matter, leading corporations (Google and Amazon) are ahead in the race to deploy voice-driven bots.

Voice bots make it easier for users to get the work done without having to lift a finger. People of any age group can enjoy technology. The bots provide a multilingual solution removing language barriers and offering a personalized solution.

It provides reliable information to customers in real time.
You can enjoy the benefits of both text assistance as well as voice.

6. Better security

Cyber security is a prime concern at this time. The world has experienced massive cyberattacks in past years, mainly ransomware and phishing. AI chatbots have not been spared from the threat of these attacks.

While Consumer dependency and expectations towards AI are increasing, improving defense has become fundamental.

The AI keeps a record of customers’ personal information like contacts and payment details in customer service functions. Protection of these credentials is crucial.

Therefore better security for these bots will be a top priority in the coming years. More importance will be given to voice chatbots so that customers can trust them with their sensitive information.

7. New applications

Customer service is where we’ve mostly seen the use of AI chatbots. Over the next decade, innovations and technology will give birth to many more applications.

Businesses in particular, will rejoice a lot from these advancements. For instance, a new AI chatbot with translation capabilities will help companies expand worldwide and offer better customer service internationally.

While we have already seen a glimpse of advanced translation AI over the years, this specific innovation could go mainstream shortly.

Likewise, AI chatbots are more likely to find their way into human resource departments worldwide. We’ll be experiencing a shift from customer service to employee service bots. Human resource versions will probably become more popular, assisting training employees, IT helpdesk, and administrative assistance functions.

8. Intent recognition will determine the quality of bots.

If businesses offer personalized customer service, people are always willing to pay more. Chatbots should be capable of grasping the intent of conversation at a high level to provide personalized support.

However, deploying a simple rule-based chatbot will not bring significant competitive advantage, as they are only designed to answer frequently asked questions.

The organization should integrate AI-driven chatbots that can:
Understand the intention behind the conversation, ask questions to customers for better understanding and provide useful information to the customers when they ask for it.

Wrap-up

AI technology is only growing. The increased investment and technical innovation will give us more secure, capable, and versatile chatbots in years to come. Thereby, Organisations and users of every industry will trust this communication tool. After looking at 2023, chatbot trends will bring more job opportunities for coders, designers, and data science professionals.

Overall, advanced AI chatbots will generate billions of retail sales and offer delightful customer support.

Brand experiences are omnichannel when users are able to connect with businesses on all platforms and channels of their choice. Omnichannel experiences integrate conversations on the website, in-app, phone calls, text like WhatsApp, Telegram, etc, social media like Facebook, Instagram, etc. and in-store. This allows customers to seamlessly alternate between channels, all the while receiving consistent service each time.

With today’s increasingly digital customers, brands must develop solutions that ensure connected customer journeys. The need to go omnichannel arises from dynamic user behavior. A user who finds out about your brand on Instagram, but chooses to browse through your product catalog on your website, expects similar service quality on both channels.

While several brands were multichannel before the rampant digitization, only a few were omnichannel. Now, how does a multichannel approach differ from an omnichannel customer experience?

In this blog, we will dive deep into omnichannel customer experiences, their importance, and how you can optimize them for your users.

Multichannel vs omnichannel customer experience

A multi-channel experience approach aims at boosting engagement by offering customers the freedom to connect via various independent channels. Whereas, the omnichannel strategy works on enhancing the user experience by merging data from multiple channels to ensure consistency. Multichannel helps brands build more customer touchpoints, while omnichannel user experiences are geared to augment the inherent quality of these interactions.

Optimizing omnichannel experiences with customer feedback

Today, customers have greater expectations than before. They want brands to support them as and when they need help. Their preference for channels is diverse and not unitary. In fact, a Harvard Business Review study of 46000 respondents showed that more than 7 in 10 customers prefer to shop from multiple channels.

We all know that acquiring new customers is more costly than ensuring to keep the current user pool is intact. When it comes to customer retention, omnichannel engagement strategies help businesses retain over 89% of their users on average!

Evidently, it’s crucial for brands to invest in omnichannel customer experiences. Users love consistent service, irrespective of the channel or the technology used. Today, conversational AI is helping brands curate standardized experiences for brands at scale by using customer feedback as a tool.

What is the importance of customer feedback in optimizing customer support?

Customer happiness is central to a winning brand perception. Patiently listening to what your users have to say can help you curate even more fulfilling omnichannel experiences for them. PWC’s Future of CX study of over 15000 respondents showed that just after a single bad experience, 1 in 3 users will abandon a brand they love. Whereas, a whopping 9 in 10 users will ditch spending on a business after two to three negative experiences. Moreover, Hubspot shows that for 33% of users, their experience with a brand takes a hit when they have to repeat themselves when speaking to customer support .

Identifying what your users want and pivoting your support strategy here becomes crucial. Data-intact omnichannel experiences are indeed the need of the hour. In fact, another recent survey showed the impact of channel integration on CX. In their report on retailing, PWC found that the companies investing in the omnichannel engagement approach shot up from 20% to 80% in 2020!

An omnichannel experience strategy based on customer feedback is the beacon of improvement for brands. Here’s why:

1. Identify loopholes in the existing framework

Your omnichannel customer support may look watertight to you from a second POV, but the ground reality may differ. Customer feedback helps users highlight what’s not working out for them. For example, if most of your users are reporting issues or lags at the checkout page in their feedback, it’d be pretty simple to deduce that there is an issue with your payment gateway.

2. Build brand loyalty and higher CLV

Great customer experience can be a competitive advantage for your brand. And users prefer brands that lend a listening ear. They appreciate businesses that act upon suggestions or criticism they relay. This in turn, translates to increased product stickiness and, eventually, higher customer lifetime value.

3. Sell more with higher ROI

Did you know that companies with a solid omnichannel strategy often sell 10% more than their single-channeled counterparts? It’s true. If there’s anything we’ve learned from users voicing their opinions, it’s the need for collaborative, omnichannel customer support. Inculcating customer feedback into your support system helps you sell more efficiently, to new audiences, with an investment that yields high returns.

How does omni channel customer support work

By combining various elements, omni channel customer support creates a unified and cohesive customer experience, fostering customer satisfaction and loyalty. It empowers businesses to connect with customers on their preferred channels, providing a seamless and efficient support journey. Below are the different communication channels to consider for best omnichannel experience.

1. Chatbot: It allows support agents to connect and respond to customer queries in real-time, enhancing the efficiency of customer interactions.

2. Video and Voice Call: Omni channel customer support streamlines customer interaction over mobile devices, chats, and phone calls, offering flexibility and convenience.

3. Live Chat: This feature provides quick and effective customer support through real-time messaging, ensuring timely resolution of customer queries.

4. Co-browsing: Omni channel customer support facilitates safe customer service through browse-based screen sharing, eliminating the need for downloads and enhancing collaboration.

5. Social Media Integration: Extending its reach, omni channel support integrates with social media platforms, enabling businesses to engage with customers on platforms like Facebook, Twitter, and Instagram.

6. Email Communication: Integration with email ensures that customers can seek assistance through this traditional channel, seamlessly incorporating email queries into the overall support workflow.

7. SMS and Text Messaging: Communication through SMS and text messages allows businesses to send quick updates, notifications, and resolve simple queries through a widely-used communication channel.

8. Knowledge Base Integration: Businesses leverage an omnichannel approach by integrating a comprehensive knowledge base, empowering customers with self-help resources and reducing the need for direct support interactions.

9. Ticketing System: Omni channel support includes a ticketing system to track and manage customer issues systematically, ensuring efficient resolution and documentation.

10. Mobile App Support: Support for mobile apps allows customers to seek assistance directly within the app, enhancing user experience and accessibility.

11. Analytics and Reporting: Omni channel support solutions often include analytics tools to track and analyze customer interactions, providing businesses with valuable insights to improve their support strategies.

How to use customer feedback to optimize omnichannel experiences?

When it comes to improving your omnichannel experiences, first-hand accounts from customers are your best bet. While this plethora of data can be helpful, you can only leverage it with the right tools. Here’s how you can use customer feedback to optimize your omnichannel experiences:

1. Build a single-panel customer view

Your users constantly change their habits, behavior’s, likes, and preferences. And they are always telling you about them through various platforms and channels. This treasure trove of data is scattered across multiple intended actions – ad clicks, product page visits, newsletter subscriptions, etc.

Independently viewed, all of this data may not be illuminating. However, having a systematic panel view of consumer data collated from all channels can be. It’s essential for you to have a single analytical idea of this data from all these touchpoints to understand your target user’s typical behavior.

2. Identify high-yield touchpoints

Mapping out all of your customer journeys does not require equal attention. It’s important for a brand to filter out journeys that have the maximum business impact.

Let’s take an example. Assume you have a new product in the launch phase for which you’re trying to get pre-bookings. Before it hits the floors, you run a marketing campaign on social media and email. You compare the data from both channels and find that most of your CTA clicks are from social ads. Most ad impressions and interactions begin from your social channels.

This would mean that your users want and prefer your service through social fronts rather than email. This cohesive, omnichannel data (in this case, from social and email) can help you narrow down your best-performing journeys.

3. Deploy real-time tracking and analytics to stay on top

Personalization is a big part of the user psyche today. Users expect brands to deliver personalized offerings built on their omnichannel experiences with brands. These expectations are not limited to their most recent touchpoints.

Customer analytics based on real-time feedback helps you identify users most prone to getting churned. This can help you troubleshoot any persistent issues users may face proactively. By reading into the behavioral patterns of users, you can deliver personalized offers or escalated support to avoid losing them.

Omnichannel customer experience examples: Real-life action from brands excelling at holistic CX

We now know how an omnichannel customer experience strategy can benefit your business. We also know how you can go about building one. Now, it’s time to talk about brands that are doing it right. The pandemic has propelled most small or big businesses into the digital space. This required them to quickly adapt to the change to ensure happy online user experiences and a seamless offline-to-online switch.

Let’s dive into our top picks of examples of omnichannel customer experience from brands.

Target

As a big box department store chain, all of Target’s footfall was offline. So, when the pandemic hit, the store had to ensure intact customer journeys for its online users.

Target’s program, Buy Online Pickup In-Store (BOPIS), saw a 400% jump since 2019 , reported Brian Cornell, the brand’s CEO. This program seamlessly merged Target’s offline and online touchpoints as it allowed users to place orders on the mobile app, which would be ready to be picked up from a Target associate at the store’s curbside.

Not only did Target help merge the gap between offline and online grocery shopping, their mobile app also comes equipped with in-store maps to navigate the sizeable offline premise.

IKEA

IKEA is known for its confusing store layouts that are grouped and staged to mimic different spaces in a home. From complete kitchen setups to DIY baby nurseries, IKEA has simplified furniture shopping for everyone.

IKEA has worked to merge its offline, website, and mobile experiences into a straightforward journey. Customers can curate their personalized shopping lists on the app, which can then instruct the user to the location to find the items in the store.

IKEA even launched an app called “IKEA Place” which allows users to imagine how well a piece of furniture would settle in their homes by virtually placing them in the app. The company made this possible by using augmented reality, which helped users accurately assess the look in a true-to-size 3D format.

Sephora

Sephora is probably the first name that comes to our minds when we talk about the beauty retail Mecca. Sephora’s in-store experience uses technology just the right way to ensure integrated omnichannel experiences. Users can use the mobile app to know about the in-store product catalogue and ongoing deals. They can filter and view products and try them virtually on the app with the help of AR to find their best fit.

Sephora also propagates organic community building. With their “Beauty Insider” program, Sephora helps beauty-savvy users share beauty tips, product reviews, doubts, and questions with each other. It also provides a live chat feature to help them connect with other users in real-time. All in all, Sephora’s tech stack ensures a seamless omnichannel customer experience for users online and offline.

Conclusion

Building omnichannel customer experiences is no longer just a choice for brands that want to exceed user expectations. Ensuring consistent user support, no matter the time or platform should be the top priority for today’s brands. This is only possible by merging disconnected touchpoints with an engagement tool built to serve your users.

Chat360 is an enterprise-grade conversational AI solution that can help to build omnichannel customer experiences across your digital presence. Design and deploy your very own chatbot on all your social channels, your app, and even your website!

Chat360, a leading provider of versatile chatbot solutions for businesses. Seamlessly connect with customers across diverse platforms, including WhatsApp, Instagram, Facebook, websites, and more. Elevate your customer engagement by integrating Chat360 with popular CRM platforms, ensuring a unified and streamlined communication experience. 

Experience the ease of managing interactions, consolidating data, and fostering meaningful connections with clients. With Chat360’s cutting-edge technology, businesses can effortlessly navigate the digital landscape, delivering consistent and personalised experiences. Choose Chat360 for unparalleled Omnichannel Integration and stay ahead in the dynamic world of customer communication.

Schedule a free demo today!

According to Unplanned BlueVenn, consumers today connect with brands across at least 20 channels on average. And expect a seamless experience across all.

At the same time, 73% of customers get frustrated when they have to repeat their issues over and over again. That’s when there arises the need for Omni channel customer support. It integrates the fragments of customer interaction scattered across various channels and offers a connected, holistic experience.

In the blog, we’ll dive into what Omni channel customer support is, its benefits, examples, and more.

What is Omni channel customer support and how does it work?

Omni channel customer support simply means offering unified support to customers via different channels. Or, more than just providing support, it is about developing a harmonious customer service model so that all communication channels are aligned and function simultaneously.

How does omni channel customer support work?

Chatbot – It allows customers to support agents to connect and respond to customer’s queries in real-time.

Video and voice call – the Omni channel customer support streamlines customer interaction over mobile devices, chats, and phone calls.

Live chat – provides quick and effective customer support via real-time messaging.

Co-browsing – Omni channel customer support helps you safely provide customer service through no download, browse-based screen sharing.

Benefits of Omni channel customer support

By improving your customer support experience with an Omni channel strategy, your customers, team, and business can enjoy a huge benefit, some of which we’ll discuss below.

Simplified customer journey

The AI-powered Omni channel customer support tool helps keep track of every customer’s journey and provides personalized support when needed. It allows you to send target messages and reach out to potential customers who are conducting research across platforms.

In case any customer leaves, the tool picks off the customer from wherever they left and helps them with their problem.

Better customer satisfaction

Customers are happy with brands that offer Omni channel support. That’s because purchasing becomes easier for customers as they don’t have to repeat themselves about the prior or ongoing conversation. Agents can go through conversation history to keep track of context and be in touch-point what customers have been through. Such a seamless experience will leave customers satisfied. As a result, they stay loyal to your brand.

Increase revenue

We’ve already learned that Omni channel customer support helps provide a flawless customer experience. As a result, there’s high customer retention. Once customer retention increases by as little as 5%, your revenue increases by 45%-50%.

And how is that so?

Well, existing loyal customers tend to spend 35% more on purchases as compared to one-time purchases.

Thereby Omni channel customer support has a huge impact on customer retention and revenue increases.

Increase productivity

Customer service teams also have to frequently deal with customers who have had a conversation in the past. Be it over calls or chats. The Omni channel customer support can track the past conversations and continue from there on without needing to repeat the problem.

It saves time for both customers and employees, leading to better productivity. Also promotes quality conversation, creating a good experience for both agents and customers.

Enable brands to serve diverse audiences

Multiple communication channels allow you to engage with both potential and existing customers. Especially when it comes to interaction through social media and live chats, you get a chance to interact with customers of different demographics.

Satisfied customers leave honest and positive reviews on social media, which is a very common trend in providing feedback.

Omni channel customer support Examples

Amazon

A very famous example of an Omni channel in the e-commerce world is Amazon. They have created an outstanding user-friendly interface for a great customer experience. And interestingly customers can have almost the same experience on a phone and a desktop.

Once the customer adds items to their chart via computer, the cart syncs with their app on mobile devices as well.

The Omni channel strategy has helped Amazon continue its growth. The third quarter of 2022 showed sales of approx $127.1 billion, overtaking the record of the same quarter of 2021 which was $110.81 billion.

Starbuck

Starbucks has carefully designed Omni channel customer support to enhance relationships with customers and inspire repeat purchases. Its most famous application, ‘My application reward’, allows customers to order, select and store for pickup, pay, and tip.

Customers can also take advantage of offers and promotions. They can view their reward cards via mobile app, website, or in-store.

The coffee giant has also taken its Omni channel to a higher level by collaborating with Spotify to create a music system. Here customers subscribed to Spotify premium can check out music played in one of their shops.

Sephora

For an admirable Omni channel customer experience, Sephora has connected its online purchase to its in-store visits.

It allows customers to virtually try on the beauty product through a beauty bag account. They can add the product to their wishlist and make their purchase using the app.

Also when a customer visits the physical store, they can shop with the help of an app. Sephora places several tablets in the store for customers. So that customers can log in to their beauty bag account. It helps them narrow down their choices and keep track of products they have added to the wishlist.

REI

An American retail and outdoor recreation service corporation, REI studied customer behavior and included various touchpoints. They notice that 75% of their customers visit its website or mobile app before going to its physical store for purchase. Therefore REI ensured that product information and prices are well synced between their app, website, and physical store.

Not just that, REI also saw that customers were using mobile devices to access product information inside the stores, so they offer free wifi in all its stores for a better customer experience. And the company also offered barcodes so that customers could scan them with their phones and access additional information about the product.

Disney

Disney has beautifully integrated customers’ digital technology with Omni channel experience.

Customers can take advantage of a user-friendly browsing experience via phone or computer. It offers an application ‘My Disney Experience ‘ that connects their activities within the theme park. The application syncs tickets, photos were taken at the park, and everything across various channels and allows you to access them any time you like.

In addition to that, via the application, you can manage your hotel and dining activities and park activities. You are also allowed to add family members to your friend list.

You can have information regarding crowd traffic and waiting time. Overall it’s a wonderful example of Omni channel customer support.

Omnichannel support tools

While building an Omni channel experience has been a requisite for a business to succeed, it’s a daunting task to select the right tools.

It should be user-friendly and meet customers’ expectations. Therefore, here are some tools that are going to make your support journey easier.

Acquire

Customers try to contact you from different channels. You’d not want to miss out on any of them.

Thereby, to make things easier for you, Acquire has come up with an Al in one customer engagement tool. It offers customer support, boosts online conversation, and allows teams to qualify leads.

It offers you facilities like a chatbot, live chat, browser-based screen sharing, video calls, and voice calls.

Keap

A very interesting feature that keep provides is a campaign builder. The tool allows you to customize a dashboard where you can keep records of both existing clients and leads throughout the sales process. It enables you to trigger email sequences automatically and move them to different stages of the buyer’s journey.

With keap, you can smoothly unify customers across multiple channels. You can keep sales appointments in order and set automated follow-ups.

Chat360

Chat360 is a great AI-driven customer support solution. It promotes team collaboration, automates repetitive tasks, and streamlines customer conversations via various platforms and touchpoints. It helps you monitor and track accounts across various platforms. Chat360 tool helps you automate follow-ups and reminders or send personalized emails by keeping sales appointments in order.

BounceX

BounceX Omni channel solution helps you track customer data and take them forward to the next step through a different channel. With BounceX, you can personalize your website and ads based on customer identity. It allows you to nurture your users down your sales funnel with the help of email addresses they give you.

Conclusion

A flawless customer journey and solid experience are at the core of Omni channel customer support. It increases customer loyalty and boosts productivity.

An Omni channel integrates your communication channels and allows your team and customers to work persistently between them.

Therefore evaluate data, embrace customers’ journey, and use the right tools to ensure customer satisfaction.

Further, read:

Omni channel customer service strategy and case study

How to automate Contact center using Omni channel

WhatsApp groups have become an essential component when it comes to word-of-mouth or instant marketing. This is highly beneficial for small-scale companies or companies who are cautious enough to spend their budget and seek high ROI. After looking at its growing popularity, you might be curious about how to create WhatsApp group. We will cover all the details that you need to create a group on WhatsApp.

How to create WhatsApp group?

Creating a WhatsApp group doesn’t take much time, nor you require any technical skills. It is easy, and you can create it on any platform. And the best part of using this feature is it is available at free of cost. Now, let’s look at the steps to create a WhatsApp group.

1. Open your WhatsApp application from your mobile phone, tablet, laptop, or desktop.

2. When you open the app, click the menu button that is denoted by three dotted vertical line symbols or a down arrow. You will usually find this on the top right side of your screen, which is located above “calls” and beside the “search bar.” You can find a button named as “New group” on top; you need to select it.

3. Next step is that you need to start adding participants to that recently created group.

4. After selecting all the participants, you need to click the green arrow button to add them. In this step, you will be required to enter the group name and add a description for which the group members will know about the group.

You can also upload a group photo. This can be done with an image that is readily available in the gallery, or you can click a new one instantly and upload it.

After entering all details, you need to click the green check mark, Voila! You’re now done creating a WhatsApp group.

If you look at the above steps for how to create WhatsApp group isn’t that complicated. You must be cautious enough in using the WhatsApp group because you can’t add members without their permission and have healthy conversations.

How to create WhatsApp group? – FAQs