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In the traditional telemarketing, sales in the contact center are based on outbound campaigns with cold calls to a contact base of potential customers, regardless of their degree of interest, their previous connection with the brand or their consumer preferences. With the evolution of digital marketing, today we find new models of contact with prospects, based on personalized, non-invasive tactics.
From the InConcert experience, The most efficient sales model in the digital age is the one that generates leads through digital campaigns and closes the sale in the contact center, with the customer experience as a priority throughout each of the touchpoints.
This is not to say that outbound sales campaigns no longer work; it means that before reaching the commercial interaction in the contact center There is a previous process of attraction and nourishment of each lead, which allows for a greater chance of closure compared to cold calls. The sales process is no longer based only on outbound calls, sales are omnichannel, and are carried out through the consumer's preferred channel.
How to put this model into practice? What are the key factors for omnichannel sales in the contact center?
I invite you to discover them!
5 key factors to optimize your omnichannel sales
1) Automation of care
Success in customer management is based on intelligence added to the software. Along with VPN (virtual private network), VDI (virtual desktop) or cloud technology solutions, automation tools based on artificial intelligence, mainly systems IVR and Chatbots, are essential to respond to the exponential increase in interactions.
2) Accessibility
Companies need to be even more accessible and closer to customers. Through video calls interactions are humanized to generate a bond of empathy, something crucial in these times when non-face-to-face communications still prevail.
Without having to invest too much in development and infrastructure resources, companies can use vendor APIs and SDKs to add video chat services in web browsers or mobile applications. It is recommended to implement links from”click-to-videocall” in chats to offer the passage to video call when the interaction warrants it or the customer requires it.
3) Combination of multiple channels
The customer experience has been redesigned to create close ways of contact anytime and anywhere through multiple channels (calls, voice, web, video, emails, chat, SMS or apps).
An omnichannel contact center allows manage multiple conversations simultaneously to optimize processes without increasing the number of agents. In addition, it allows customers to connect through various channels throughout the sales process, maintaining a consistent and unified experience.
4) Asynchronous communication
When we talk about “asynchronous” communication we refer to those contacts paused, extended over time, which can be resumed at any time. This is the typical case of email communication, but it can also be done through messaging.
For this reason the contact center software The employee must be able to preserve the interaction data to provide context to the agent managing the conversation, regardless of the channel or the time elapsed.
5) 100% personalized attention
Over the past few decades, the customer service industry has changed dramatically to adapt to the needs and developments of companies in all sectors. We are now working on a completely customer-focused strategy.
A “Responsive Contact Center” prioritizes customer problems and offers a variety of omnichannel contact options, in addition to a 24/7 service. For example, identifying the last interaction with an agent to maintain contact with them can improve the customer experience. Learn about your last purchases, your product preferences, or even use Speech Analytics It is crucial for promote upselling actions.
