Omnichat

Why Omnichannel Customer Service?

• Messaging – the way the world communicates:
  - 2.2 billion people worldwide
  - WhatsApp 1.5 billion users, FB Messenger 1.3 billion users, Apple Business Chat 1.3 billion users, WeChat 1.0 billion users

• Messaging – a key component in customers’ purchase journeys
  - 84% use messaging Pre-Purchase for information & consultation
  - 74% use messaging during Purchase for purchasing & ordering
  - 79% use messaging Post-Purchase for commenting & reviewing

• Messaging – the dominant medium for customer service
  - Last 5 years: Phone & email in steep decline, messaging apps steep rise
  Why?
  - Better resolutions +60%
  - Better service quality +80%
  - Lower costs -75%

• Single interface & contact point for all messaging apps & all external communication

• Customer-centric

Omnichat Use Case

• Customer orders new pair of trainers online.

• Weeks spent researching which brand, style, and colour.

• Makes the order and receives a confirmation email right away.

• 2 days later, checks inbox and discovers new email from the webshop, apologising and explaining that size ordered is out of stock.

• Extra 2 weeks to receive the shoes. About to call and complain when customer sees option for live chat.

• Begins chat ready to explain the whole history.

• Agent messages back before customer types anything.

• Agent already knows the story and the order number.

• No need to repeat anything. Agent explains what happened (inventory slip-up) and apologises again, also providing 30% discount code for next purchase.

• When customer receives their trainers a couple of weeks later, they find a handwritten note thanking them for their patience and wishing them luck with the new shoes, plus a travel-sized trainer cleaning kit.

• Increased customer satisfaction, courtesy of problem handled well.

With Omnichat customer service, the customer is the focus. All communication revolves around their needs.