Service (1) - Omnichannel Service Engagement (고객 접점 관리)

 

 

정의 (Definition)

: They make omnichannel customer engagement the standard since their customers use mobile devices, smartphones, laptops, social media, chat, email, self-service, and websites to interact with companies. And, they keep in mind that their customers expect their interactions to flow seamlessly from one channel to the next, including when they flip from self-service to live support.

 

동인 (Driver)

: Customers do not take a linear path to organizations anymore. Rather, they engage with companies on multiple channels and across channels while pausing and resuming their journey along the way. 

: One of the driving forces behind customer churn is poor customer support: in fact, statistics show that as many as 82% of customers leave a company because of poor customer service.

: one survey found 71% of customers expect good self-service, and another found that 67% of customer churn is avoidable when businesses resolve customers’ issues during the first interaction.

 

과제 (Challenges)

: The multiple disconnected interactions each customer has with a company makes omnichannel customer engagement a business necessity for those companies struggling to manage journeys. 

 

• One device (Mobile) - Multiple Channels (Self Service, Search, Call, Apps, etc.)
• Inconsistent information – Customers moving from one channel to the next often find inconsistent information and struggle to make sense of content between channels
• Lack of personalization – Consumers expect experiences to be personalized because they know companies gather data from them, yet gathering data from multiple channels and eliminating siloed data is a challenge for companies
• Customer frustration – Customers seeking support become frustrated when they have to repeat information from one channel to the next and from one agent to the next
• Disjointed omnichannel experiences – Customers expect social networks to be part of their experience and to be able to have a two-way conversation with companies on social media

 

 

효과 (Benefits)

 

• Reducing Churn
• Diversifying your customer base
• More personalized customer experiences
• Increased customer satisfaction and retention raters
• Increased customer loyalty

주요 기능 (Capabilities)

• Channel Management
• Customer Data Management
• Personalization and Targeting

 

주요 제품(Major Products in the market)

• Emarsys (SAP)
• Evergage (Salesforce)
• Dynamic Yield
• Adobe

 

Omni-channel Customer Experiences

Omnichannel Customer Engagement | Omnichannel Solutions | Genesys

What is Omnichannel Customer Engagement? - CallMiner

 

Top Dynamic Yield Competitors and Alternatives - Gartner 2021 - Personalization Engines

 

Customer Experience Management & Segmentation - Dynamic Yield