February 5, 2018 / GuidesFor Team
Customers in today’s world want to communicate with contact centers through omnichannels. From phone calls, clients interact with agents through online chat and email. Customers want to contact through multi-channels and not be limited to mere voice calls.
In the advent of modern technology, chatbots now exist in today’s contact centers. Chat widgets and mobile applications are now integrated into the company’s websites. This makes it easier for site visitors to chat with website owners. These chat widgets enable companies to expand their sales and marketing efforts.
Businesses are encouraged to use APIs for their contact centers. It is a reality that businesses should be where their customers are. People use Facebook Messenger, Viber, Skype, WeChat, and others as their communication media. Thus, it is smart for businesses to go where people communicate through the use of these messaging platforms.
With these, it is true that contact centers that use omnichannels will be the future of today’s customer service. ~~Lornajane Altura
Posted In: Research