5+1 Reasons Why Omni-channel Customer Service is Important


The rapid development of technology surprises us with new communication methods every day. Even though the phone is still the most popular, more and more companies realized the significance of Internet- and text-based tools. A whole generation has grown up on the web, with mobiles, and nothing is more natural for them than using chat to find out the ETA of their order or to search for a service.

Today we want to show you six reasons why it's important for your business to be available in more and more ways. If you use all opportunities, you provide a so-called „omnichannel” solution, which opens every communication channel for your customers. Using them you can easily and cost-effectively attract new customers, and more easily retain the old ones.

1. Does anyone still send emails anymore?

The answer is, of course, yes! Needless to say every small- and large business has at least a central email address, or a whole comprehensive mail system. Emails are ideal for answering difficult questions or sharing documents since neither the operators nor the customers need to stay on the line until they get their answers.

Based on United Call Centers’ experience, it is useful to collect Frequently Asked Questions (FAQs) into a so-called „knowledge base”, which can be proactively monitored and refreshed according to Continual Service Improvement (CSI) perspectives. Daily feedback from customers provides valuable information to develop your services and products. At United Call Centers our colleagues feed these pieces of advice from customers back to our Partners in an organized, regular manner.

In the case of emails, it is safe to say that urgent matters must be answered ASAP, or at least within 1-2 hours, and general inquiries should be responded to within 24 hours if the customer experience is important for you.

2. Chat makes us immediately available

Thanks to social media expanding, it became customary for a company to take orders or help customers via chat. Today customers can reach out even via platforms supported by United Call Centers, such as Messenger and WhatsApp. The high quality of these platforms is hallmarked by the fact that we can share not only text messages, but also photos and documents.

In the case of chat, since communication is real-time, customers can lose interest after 1-2 minutes of waiting. Responsivity and clarity are key. A knowledge base can help here too since agents can use templates to speed up work.

United Call Centers’ chatbot solution however can replace agent work entirely, answering messages immediately and error-free 24/7. Our chatbot experts tailor the automated system to your business's brand, which in turn creates the illusion of talking to a real person.

3. Texting makes a surprise comeback

One of the first texting systems, SMS has seen a recent renaissance. Thanks to technological developments it has new features, and it can do more than send plain text. United Call Centers’ advanced technological infrastructure is capable of two-way texting with customers, creating customer satisfaction surveys, setting appointments, and more. As part of our automated processes, we can send SMS reminders, notifying customers about events and discounts which are important to them.

4. Facebook is love, Facebook is life

We cannot forget about Facebook, Instagram, and LinkedIn either. Customers today don’t even visit company websites, they get their first impression from the social media page. Regular content sharing is important, and we can keep up interest in your business with interactive posts.

Communication with customers and colleagues is extremely important for us at United Call Centers, and our dedicated social media team creates complete online marketing campaigns for our Partners. As part of this, they design it from the ground up, and forecast return on investment with in-depth market research.

5. For English, please press 1

It’s important for every company to be available over the phone. Even though many new digital solutions have been created, customers feel secure and comfortable if they can share their problems with a real person. United Call Centers’ unique business model can support every language with native-speaking professionals because we believe customer experience is best if we are speaking the same language as the customers with no language barriers.

We increase the recognition of our Partners during inbound and outbound call handling with our digital nomad home-based agents. From simple inquiries to complex technical problems, we have a solution for everything to create meaningful conversations.

+1. Video calling and screen sharing

Its a novelty in the contact center market, but in this decade video customer service will become the standard. First of all, technological development will enable seamless video streaming, and second, companies will need to create more personalized services.

Soon we can show not only ourselves to customer support agents but also our phone or computer screen. Explaining over the phone where to click to delete cookies had always been a challenge. Using United Call Centers’ advanced monitoring a telecommunications solutions, we can help customers as if we were sitting next to each other.

To sum it up, the more channels your business is using, the more interactive your communication is with customers. United Call Centers' expert team is developing solutions where we can handle every communication channel as a one-stop-shop, increasing our partners’ efficiency.

Can we help you? Keep in touch with us! We're available via e-mail, phone, website, social media platforms, WhatsApp, and our chatbot!