Omnichannel Customer Experience

Business models are being reinvented following the explosive shift to a global remote workforce. Customer experience will be every organization’s key brand differentiator going forward – even more than price or quality of product.

Customers are significantly scaling back their spending, with 80% willing to switch companies due to poor customer service. Therefore, it's more important than ever to invest in customer experience.

Enter the omnichannel customer experience — the new storefront.

Almost 90% of companies are prioritizing customer experience in their contact centers. This isn’t simply a trend – things are about to get much more competitive and an omnichannel approach to customer experience will define business operations indefinitely.

“Companies with well-defined omnichannel customer experience management achieve a 91% higher year-over-year increase in customer retention rate, compared to companies without omnichannel programs.”

– Aberdeen Group

Create a successful omnichannel customer experience with workforce optimization.

Omnichannel Contact Center

Omnichannel Contact Center

A consistent experience to all customers, regardless of how they choose to communicate with your company – whether it’s live chat, social media, email, phone or video. An integrated and unified approach that gives all service agents the exact same customer view, housing every detail about a customer and their journey in a single place.

Workforce Optimization

Workforce Optimization

Works hand-in-hand with an omnichannel contact center strategy. It ensures the success of services agents through proper training, monitoring, evaluation, scheduling and interaction analytics. The goal is to increase agent engagement and craft long-lasting customer relationships with your organization.

Benefits of investing in customer experience

Every benefit points to a good interaction, which keeps customers happy and satisfied, ultimately resulting in customer loyalty and more business for your organization.

Unified issues visibility

Unified issues visibility

89% of customers dislike repeating themselves. With omnichannel, all customer data is visible to all agents.

Seamless Switch

Seamless switch between channels

90% of customers want consistent service across channels. Omnichannel offers an easy move from one to another.

Customer

Reduced customer frustration

72% of customers expect businesses to know their purchase history regardless of method of purchase. With decreased need to share personal details, customers receive quicker service.

Customer Data

Improved customer data

63% of customers say they expect personalization from companies when it comes to product suggestions, order confirmation and overall communication. Leveraging automation, AI and sentiment analysis are additional ways to improve customer data and provide insight to your business.

Spend

Customers will spend more

86% of buyers will pay more for a great customer experience

Your customer experience is as important to us as it is to you

We get the importance of stellar customer experience and won’t settle for anything less. SHI helps customers adapt to changing customer expectations and rapidly evolving technologies and disruption. We believe that with disruption comes opportunity – get in front of it with a strategic partner in your corner. Our breadth of expertise and comparative approach is unique, giving us the competitive edge we need to assess and determine a complete solution that is right for your business and your customer base.

Contact Center

Workforce Optimization

Contact us for a customer experience assessment audit. Our engineering team will sit down with you and start you on the path to customer experience transformation.