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OmniDialog – The Future of Omnichannel Customer Service

Luka Kosec

Product Specialist

How Instant Messaging Forever Changed Customer Relations

Not so long ago, the only way companies interacted with their customers and provided support was through face-to-face communication and via phone calls. In the 1980s Interactive Voice Response came into play and the 1990s brought the internet (email, company website, live chat, etc.) which made communication more immediate.

However, the real revolution in the way companies interact with their customers came in the early 2000’s – with the invention of social media and instant messaging apps. Before the rise of instant messaging, it was companies that determined how end-users could contact them. Now, users expect to be able to contact companies through the same communication channels they use every day in interactions with friends and family. The customers are today the ones who choose the means of communication and to succeed, the companies must adapt accordingly.

Communication channels like WhatsApp, Facebook Messenger, Viber, Telegram, and others created new challenges when it came to business-to-customer interaction. Throughout the years, customer behavior has changed significantly. Customers became more empowered, more vocal and their demands toward companies became more pressure – especially when it comes to the company’s availability on their favorite communication channels. The increased adoption of social media channels as means of communication created a need for quick response time and constant availability.

According to HubSpot Research, 90% of customers expect an “immediate” response to their support questions (10 minutes or less). With more options at their fingertips, customers expect quick, easy, personalized experiences – otherwise, they’ll take their business elsewhere.

The Future of Communication Is Omnichannel

Companies are pressured to provide support on more channels for a few decades now. Customers have a number of ways to engage with companies and each of them has a preferred communication channel. To meet the ever-growing expectations of customers, companies must focus on creating optimal experiences on customers’ preferred communication channels.

As the number of digital communication channels continues to increase and new technologies continue to emerge, the focus has shifted toward omnichannel communication. The goal of omnichannel communication is to provide a high-quality, seamless experience across any channel customers prefer to use for interactions.

Introducing OmniDialog – Cloud-Based Solution for a Seamless Omnichannel Customer Service

To cater to the specific needs of both today’s consumers and small to medium-sized companies, we’ve developed a solution that enables a seamless omnichannel customer service.

OmniDialog is a cloud-based solution, designed primarily for companies that need to interact with their partners and customers across multiple channels from a single central interface. It enables companies to be available to their users wherever they are.

For example, your agent can respond to users on any of their preferred communication channels and if their inquiry can’t be solved on one communication channel, they can simply transfer the case to another one, where they can better support the customer. This reduces friction and makes up for a better customer experience.

OmniDialog has a variety of simple, user-friendly functionalities that allows agents to communicate easily and quickly with users, with the possibility of enriching the database with end-user data.

It enables an interactive and rich-content experience that resonates with users on a wide range of communication channels such as SMS, WhatsApp, Viber, Telegram, email, Facebook Messenger, Instagram, Threema, Web Chat, and others.

OmniDialog Features

Thanks to a variety of productivity-increasing and time-saving features, agents using OmniDialog can easily navigate through multiple conversations and achieve maximum results in minimum time.

• Unified omnichannel thread – view all messages from all channels in a single thread
• Full communication history – provide excellent customer experience with a chronological overview of every conversation that keeps context intact
• Broadcast bulk messages – broadcast informational or marketing bulk messages to a desired group of users
• Internal notes – write internal notes during a conversation with users and use them later to provide a better experience to specific users
• Agent management – define roles and access for agent and administrator
• Predefined messages – decrease agent response time with a predefined welcome and goodbye messages, WhatsApp conversation invites, marketing messages, etc.
• Offline messages – create auto-reply messages with helpful information to provide support even outside of business hours
• Rich media communication – enrich your communication with emojis, images, videos, audio, documents, etc.
• Simple DialogBot – automate interactions by creating a simple chatbot logic with predefined menu messages and multiple-choice answers
• CRM integration – enrich your customer database and send personalized offers

Are You Ready for the New Era of Omnichannel Customer Service?

To keep up with the demands of modern consumers, businesses need to be where their customers are – on their phones.

If you’re looking to make the switch to omnichannel communication and upgrade your omnichannel customer service – contact us on e-mail or LinkedIn.