Beyond the Inbox

Customers experience a business as a single relationship, not as a collection of channels. Customer communication is shifting from being everywhere to being connected everywhere.

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Salesforce

79%of customers expect consistent interactions across departments

Salesforce

56%of customers often have to repeat information to different representatives

Start reading: Executive summary

of customers experience some context loss when switching channels mid-issue

more likely to buy again after a high-quality omnichannel experience

of consumers expect personalized interactions (McKinsey)

A customer may discover a product on WhatsApp, ask a question by phone, receive an SMS confirmation, reply to an email and return to webchat days later. To them, it is one journey. Yet many businesses still manage each step as a separate interaction, owned by different teams, systems and queues.

The result is repeated questions, agents searching across systems, lost context and opportunities that disappear between channels. The answer is not to add more channels, but to connect the ones businesses already have around the customer.

Ready to put these ideas to work?

Talk to the Telvoip team about connecting your channels, people and customer context.

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Written by

Phelix K’Teya
Author

Sheila Andoi