“Multi-channel” and “Omni-channel” are the two trending terms in the industry of call center solutions. With the advent of smart call center software and omnichannel call center solutions, customer service and experiences are improved remarkably.
In this blog post, we will explain the difference between omnichannel and multichannel. Additionally, we will share some tips to help you identify which one is the right one for you.
Before getting into details of omnichannel vs. multichannel, let me share the context.
What is a channel?
In different industries, the same term may have different meanings. Thus, it is necessary to understand the context. In this blog post, we are referring to call center solutions with diversified communication channels. Here channel signifies the mode of communication like:
- Voice calls
- Video calls
- Conference calls
- Screen share
- Web chat
- SMS
- And more
According to the number of communication channels available in the call center software, it can be segmented as:
According to this context, let’s understand the difference between omnichannel and multichannel.
What is an Omnichannel Call Center Solution?
The accurate interpretation of “Omni” is “each”, so omnichannel means each channel. A business using omnichannel might not use each available communication channel, but it implies that each channel it uses is united and used to render an excellent customer support center.
What is a Multichannel call center solution?
The accurate interpretation of “multi” is “multiple” “many,” therefore, multichannel means many channels. Businesses that let their customers connect with the support center or company via multiple channels said to have a multichannel support center. The call center solution, which supports these multiple communication channels, is called a multichannel call center solution.
Why Use Multichannel or Omnichannel Call Center Solution?
Traditionally, call center solutions come with a single communication channel, which is voice calling.
Call center owners may have a question, why can’t they continue with a single channel?
Is it mandatory to invest in any of omnichannel or multichannel call center software?
It is definitely up to you. However, if any of the following is your business goals, you need this modern call center solution with unified communication:
- Surpass competitors
- Deliver a seamless experience to customers
- Deliver excellent customer support
- Boost sales
- Remove hurdles from lead generation
Customers may prefer using the channels that adequately satisfy their choices and requirements, building novel customer experience. This experience can be positive or negative depending on different factors. Communication channels also contribute to this positive or negative experience. Owning a call center solution with multiple channels, called multichannel call center software is only the initial move in delivering a positive customer experience. Omnichannel communication is the ultimate step to deliver exceptional customer experience. One needs an omnichannel call center solution to let its customers choose any communication mode he prefers to communicate with a business. On the other hand, the business can map the whole customer journey to deliver a seamless experience to the customer on the chosen communication channel which can be the same or different every time.
“Businesses using omnichannel support to deliver customer services obtain a 91% year-over-year rise in client retention compared to counterparts,” as per the Aberdeen research.
Is it necessary to adopt any one of these modern call center solutions?
It completely depends on your customers, their expectations, and your future roadmap.
If you are compelled to buy any one of them, let’s understand which is better for your business.
Which to buy?
It completely depends on two entities communicating with each other:
- Client and
- Business
From the point of view of consumers/clients, nothing could be better than an omnichannel call center.
It enables seamless amalgamation of the data and information. Therefore, whenever a client communicates with the business, regardless of the channel, each agent can view the past issues, requests, communication channels used by the customers, resolutions offered in the past, etc.
In the system, this usually allows fixing added concerns on the first call, in less time. As we all agree, better, faster, and efficient services will perpetually increase customer satisfaction and loyalty.
From a business point of view, choosing the right contact center solution could be a difficult choice.
A business needs to justify the investment with the results. An omnichannel call center solution is expensive compared to call center software having a single channel to communicate. Even integrating multiple communication channels is also an expensive affair, which requires more pondering from the business side.
On the other hand, the benefits of using multichannel or omnichannel call center software cannot be overlooked. Some of the key benefits are:
- Reduced customer struggle
- Increased customer satisfaction
- Increased First Call Resolution (FCR)
- Boosted agent productivity
- Raised Performance
- Increased customer loyalty and retention
- Improver brand reputation
Confused?
Do not worry!
Your concern will be resolved for sure.
Here is a quick guide to choosing the right software for your business:
If you are a large organization, there is no other suggestion than buying an omnichannel call center solution right away.
If you are a small or medium business (SMB), you need to be more calculative and strategic. You need to assure that you generate value over money. Thus, here is a quick guide for you to make your way towards success:
- Start with an SMB call center solution. It offers a single channel, but multiple advanced features to let you deliver a better customer experience.
- If you have enough budget, invest in call center CRM integration. This will give complete customer journey mapping. If you do not have the required budget, keep this in the roadmap and within a year invest in it.
- The aforementioned two steps will help you improve performance and boost business. The next step would be integrating one or more preferred channel of your customers in the call center solution and keep running a business.
- When you reach the large business position, invest in an omnichannel call center solution.
If you are an SMB and want to acquire an omnichannel call center solution, you can use a hosted call center solution. A hosted call center solution offers all required features and communication channels at nominal rates.
Summing-up
Embracing an omnichannel approach is unquestionably the progressive step for all businesses seeking endurance and growth.
