The Importance of an Omni-Channel Contact Center to a Brands’s Global Strategy

An infograph highlights details of Callnovo’s global customer service team and internally-developed cloud-based SaaS CRM and communications platform; such factors are demonstrated — like: global native language speakers, 24/7 coverage, low customer service representative turnover rates, tailored plans, and phone, SMS, social media, live chat, email, and in-app messaging integration.

Amazon recently banned many Ecommerce sellers for generating fake reviews for their products — a well-known industry secret. This blockade pushed many global e-Commerce brands to pursue a different path. These brands are now working to develop unique brand premiums and independence to build their own identity outside of the Amazon platform, which requires improved products and services from the e-Commerce sellers. They are looking to build brand-owned sites outside of the e-Commerce platform.

Callnovo recognizes that successful international brands are becoming increasingly reliant on outstanding customer service centers to provide excellent support to their customers. Through superb customer care and reliant service, Callnovo helps global businesses to develop long-term customer loyalty and increase their financial benefits, as well as provide unparalleled services for all brands and customers.

The Requirement for an Omnichannel Contact Center

In the current, technologically-driven world of direct brand sales driven by the Internet and globalization, an omni-channel contact center is vital for brands to enhance the customer care experience. With the development of new technology, customers and businesses now have more than one channel to communicate on, so the deployment of a contact center cannot be limited to only one channel. Customers may use different channels based on their personal preference or convenience, and multiple channels allow customers more ways of connecting with brands, as well as allowing brands to assist more customers, A globalized omnichannel customer service solution is the only way to truly satisfy all customers. For example, customers in the US and UK have at least five contact channels with companies (inbound/outbound calling, SMS text messaging, email, live chat, and social media). They expect to be connected smoothly, thoroughly, and consistently over these five communication channels. If brands can achieve this goal, it will naturally boost customer satisfaction and brand loyalty…

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