Omnichannel: The world becomes hyperconnected

We are in an era in which communication channels are expanding and companies are beginning to incorporate them.

According to Google Trends ® reports, between June and October 2019 have reached the highest historical peaks of the search for the concept of Omnichannel and its variants globally, these data show us that the whole world is interested in learning more about it, either personally or corporately. However, in contrast to this data, the contact modality is not yet implemented in most companies in the region.

The lack of implementation is a serious conflict, given that the general public is evolving and companies are not, just make a simple visit to the websites of the organizations you interact with, how many invite you to write to WhatsApp, rest assured it will be less than half.

These days, the public evaluates the avenues of contact according to the urgency, severity, economy and availability of the companies they are trying to contact.

The favorite channels of personal contact are, without a doubt, social networks. The proliferation of these, their ease and plurality, provide a multimedia connection capacity, without neglecting their advantages over borders, since unlike, for example, telephone companies, which charge monetary fees for calling or writing a text message abroad, the networks do not conceive of this cost, since it is not part of the business model of most of them.

The ease of conversation makes us leave aside the traditional channels, escaping from unnecessary costs and limits, although, with privacy costs, a subject that deserves a particular analysis, the advantage of these channels is their convenience.

Companies are available to chat with their customers through traditional channels, branches or personalized attention centers, as well as their Call Centers, but in view of what we have already mentioned, do we still believe that the common user still wants to use these channels? The answer is probably no, but it is the only option they have left.

Omnichannel platforms are tools that enable a new business model and a virtually infinite expansion of convergence points with customers. Not to mention that online presence in new channels creates a new lead and prospect generation niche in itself (of course, thanks to dedicated digital marketing and strategy development, it doesn't happen by magic).

Among the capabilities of these tools is the ability to configure social networks, websites, forms, forums, and FAQ platforms. That is, if a company has an active call center, a corporate email and some basic social networks, all of them can be attached without major problems to a single tool that works as a funnel and gateway to each one, managing them in a specific way with rules and functions that are often not provided by the networks themselves.

The configurations are relatively simple and can be carried out by anyone with basic knowledge of internet services, but is it advisable to self-manage omnichannel, it depends.

Having an experienced technology partner that provides staff and personnel specifically trained to achieve objectives in digital channels will always be a better option to, on the one hand, ensure focus on objectives, and on the other hand, free your company's employees to focus on improvements and internal projects for institutional growth.

Among the results that omnichannel obtains, the most remarkable is the efficiency and multitasking that is achieved, since an experienced and skilled agent can multiply without problems the work that a call center agent does during a workday, since he can only answer one call at a time, However, the omnichannel agent can talk to as many people as his speed of reading and writing allows, as well as the handling of precise information. Moreover, he is helped by countless options contained in the same platform, since he not only has access to a CRM with history and information of the customer contacted, but also with direct access to pre-programmed answers as templates.

The templates are useful to the extent that an interaction can be programmed integrally composed of interactions between a human and a machine, with artificial intelligence based on neural or conventional networks.

As we can see, the possibilities are countless, the question that remains is: Should your company incorporate this contact model, the answer is not only a resounding "yes", but an unquestionable "Yes, urgently".

SkyTel focuses on contact services, so its experience of over thirty years in the regional market has led it to evolve and build tools and platforms forged with intelligence and experienced team. From traditional BPO and ITO solutions, digital complements such as Omnichannel, Digital Marketing, Content and Online Advertising, became highly demanded products for their efficiency and effectiveness.