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Multichannel vs Omnichannel, Lokulus' approach to customer service.

Thomas Rowland

With competition rife, effective communication plays a pivotal role in determining and maintaining customer loyalty for all businesses. Poor communication can lead to frustration and subsequently moving to your competitors to fulfil their requirements. Businesses with strong communication strategies can nurture enduring relationships, leading to increased revenue and referrals.

In the ever-evolving digital age, one strategy that is important to adopt to maintain customer satisfaction and retention, is an omnichannel approach to communication.

What is Omnichannel Communication?

Omnichannel communication, though it may sound complex, essentially involves providing multiple touchpoints for customers to interact with your business, thereby creating an integrated experience. However, simply offering various communication channels does not equate to achieving omnichannel communication.

A true omnichannel experience is characterised by fluidity; it allows customers to seamlessly transition between channels—such as starting with email, moving to live chat, and concluding with a phone call — without encountering redundant information or experiencing delays. This seamless experience ensures customers receive the best, personalised interactions, which helps to maintain their loyalty whilst also improving chances they'll likely recommend to others.

Why Omnichannel?

By offering a seamlessly integrated journey, businesses can alleviate many of the frustrations typically associated with customer support or pre/post-purchase enquiries. Research suggests that businesses who excel at crafting omnichannel experiences will be well-positioned for success in 2024, with £52 Billion of UK online sales boosted by omnichannel experiences in 2023. But it's not just about convenience, it's about fostering a dynamic, personalised journey that builds lasting brand loyalty.

This will not only benefit your customers, but your teams too! Harnessing omnichannel communication provides your team with a comprehensive understanding of each customer, eliminating the need for hastily scribbled notes following a phone call that may not be promptly entered into your customer management system before the connection is lost.

Instead, your team can access a complete record of the customer's previous interactions, facilitating more informed and efficient assistance. Additionally, with an AI-driven workflow automation platform like Lokulus, manual task allocation becomes obsolete as the platform can automatically assign tasks based on various parameters, such as sentiment analysis and transaction value, ensuring that each team member receives work through their preferred channels.

Lokulus is proud to lead the charge in transforming how businesses engage with their customers, utilising AI-driven workflow automation. With Lokulus, you can streamline tasks, optimise work allocation, and empower teams to deliver efficient, personalised service that enhances customer loyalty whilst saving time and money.

But these are just words, in reality the numbers speak for themselves... With the Lokulus platform, your business could experience a typical efficiency increase of 25% with potential automation rates of up to 80%. And that's not all, this will all contribute to a potential 27% uplift in adherence to SLAs.

Do we have your attention now? Join us in revolutionising customer interactions and optimising productivity for you and your teams, day in day out.

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