CRM/multichannel

Omnichannel Experiences

Enabling consumers to interact with our client´s brands regardless of their communication channel while tracking their full interaction history.

In our personal relationships, we serve, converse and share information with people in the same way no matter which communications format we use. The message does not necessarily define the channel. 

Brands need to interact seamlessly with their customers in the same way no matter which communication vehicle the customer chooses to use.  The channel itself becomes “invisible;" message, attention, dialogue and results are the focus.

When we think of customer care, we no longer think of doing it personally in an office where we wait to provide help. It is about making the best use of all the connectivity we have available, through multiple devices and channels, yet in a transparent way.

The multichannel strategy focuses on technology and the innovation is based on offering the service the way consumers choose: at the right moment using the most appropriate channel.

The Omnichannel strategy is the technological ability to integrate all channels to manage consumers through established processes, respecting the rules and conditions of each channel, adapting the tone and the message. The experience should be unique for the customer and according to his behavior and preferences, he becomes the center of the strategy.

This strategy offers consumers the appropriate choice of vehicles and allows them to switch from one channel to another without having to repeat or stop their current ticket.

The Omnichannel strategy enables agents to get information about the "customer journey," allowing consumers to start the conversation on one channel, either digital or traditional, even in person, and change to a new one without interrupting the process. Conversation is continuous and changing channels is invisible to customers. That is how the "journey" itself contributes to an excellent "customer experience."

The integration of channels is based on the individual, which means that regardless of the contact channel, the information is preserved. This enables a continuos and seamless service procedure for benefit of the customer and the brand.

The consumer decides which kind of experience he wants to have and we accompany him along the way. The boundaries between the online and the offline experience begins to disappear whenever the customer gets what he wants.


SMS
This is a receptive and interactive channel that enables the customer to make brief enquiries, the processing of simple requests and transactions (payments). It also provides for up and cross selling actions. This channel, which is fully accessible at any time, from any place, changes the way in which companies communicate with their consumers.

Chat
Interactive service for assisting customers via the web, through the use of e-mail or chat. It enables queue prioritization, the option of assisting a number of customers simultaneously and productivity control.

E-mail
Interactive service for assisting customers via the web, through the use of e-mail or chat. It enables queue prioritization, the option of assisting a number of customers simultaneously and productivity control.

VPA
This enables the customer to interact with the center via video assistance. The solution can be structured in one of two ways:
- VPA Totem: This can be installed in shops and public establishments with physical security.
- VPA Web: Internet service, ideal for real time assistance, available when and where the consumer requires it.

Face-to-face Sales
To enable companies to develop and maintain a consistent sales strategy, Atento developed its own management software aimed at managing all stages of the selling process with excellence. Made up of several independent modules, it enables you to develop processes integrated with other channels, making sales campaigns more effective.

 

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