Use our EVOLUTION software in your Omnichannel Contact Center

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Contact center can be much more than a last resort for customers. Digital channels allow you to play a much more active role in the user experience. For example, a chat on the web allows you to answer questions and guide the person at the moment they are in the purchase process. The chances of the action being carried out successfully are thus much higher. 2. Choose digital channels The second essential step is to identify which channels to use based on the target audience . Today there is a wide range of digital channels to choose from, but we recommend integrating a chatbot system first to resolve customer queries quickly and efficiently. This feature simplifies and shortens the process for agents, and is a much more pragmatic and accessible solution for the customer.

In addition, it is also a way to obtain information about the consumer, whether it is about their preferences, the purchase process or possible obstacles along the way. From here, and depending on the type of client the company is targeting, it will be more or less necessary Phone Number List to implement other digital channels. Even so, if your company addresses a heterogeneous audience, it is absolutely vital to implement different communication channels, united by a centralized system to generate a seamless user experience, such as an omnichannel software such as EVOLUTION. Remember that choosing the technologies that best suit your company and your target audience is an important step in any digital transformation process.



There is no point in introducing channels that are not beneficial to you and your customers, so you should know who your product or service is for before making a decision. 3. Train your agents Once the channels have been chosen, it is necessary to guarantee that the agents in your contact center know how to use them correctly . Therefore, the third step is the training of the customer service team. Each channel has its good practices. The language and style required for live chat, for example, is not the same as for email or phone calls. Therefore, it is necessary to carry out specific training for each new channel that is introduced.