Omnichannel E-Signature Platform
For a customer to complete a single task – buy a product, service an existing product, resolve a query – it often requires multiple and disconnected interactions. In the case of voice, it’s calling a contact center, following the voice prompts and explaining the issue. In the case of chat, it’s starting a dialog with an agent without context. These time-consuming and disconnected “channel shift” experiences are a leading cause of missed sales opportunities, high operating expenses for companies and a frustration for customers.
Omnichannel is about true continuity of a customer’s experience. Being omniscient is perceiving and understanding all things and the best way for a customer to perceive everything is to allow them to own their data and experience, giving them the opportunity to use it to guide the creation and context of every future journey.
The ability to have a continuous experience across products, across format and across devices that is completely bespoke – that is the promise of a new way of thinking that has been long unnoticed.
What does a great omnichannel company look like?
It operates with digital at its core; everything from inventory to the sales floor is digital because it knows that’s the most seamless way to engage with its customers.
It gathers customer data transparently and uses that data to inform how, when, where, with whom it communicates because they want to build and maintain trust.
It never bombards customers with communication. It has a holistic view of each customer and has mapped out journeys to know when communications are most appropriate and effective at each touchpoint.