Omnichannel
If we start with the actual definition of the word, omni means “all”.
Using an omnichannel solution gives the customer an integrated and seamless experience across all channels and touch points. All channels are connected, work in a consistent manner and the entire customer support team has access to the same customer information. The agents do not need to switch from one channel to another because all channels are connected, so the information on one channel is shared on all other channels and agents can access customer information in real time.
Omnichannel is jus that – customer-focused, which means that you see the experience through your customer’s eyes and work with the customer experience across all channels to make it as smooth as possible to be a customer and get the best possible service.
Do you want to know more about Dstny’s omnichannel solution? Click here.