{"id":1821,"date":"2022-05-16T18:04:57","date_gmt":"2022-05-16T18:04:57","guid":{"rendered":"https:\/\/www.replicant.ai\/consistency-the-key-to-omnichannel-customer-service\/"},"modified":"2022-11-01T01:15:23","modified_gmt":"2022-11-01T01:15:23","slug":"consistency-the-key-to-omnichannel-customer-service","status":"publish","type":"post","link":"https:\/\/www.replicant.com\/blog\/consistency-the-key-to-omnichannel-customer-service\/","title":{"rendered":"Consistency: The Key to Omnichannel Customer Service"},"content":{"rendered":"

How a Holistic Automation Solution Brings Customers Familiar Experiences<\/h2>\n

Today\u2019s customers put up with a lot. As more support has moved away from brick-and-mortar settings and into digital environments, customers have had to learn how to get what they need in the most efficient way possible when it comes to customer service.<\/span><\/p>\n

Oftentimes, this means navigating disjointed channels and antiquated technology to get a resolution only to have to re-route to an agent. Customers have grown accustomed to being passed from the automated menus of IVRs, to the self-service sections of websites, to threads of timed out messaging sessions.<\/span><\/p>\n

According to Microsoft, 49% of consumers, on average, use three to five different communication channels to contact customer service (<\/span>Source<\/span><\/a>). But all this complexity has come at a cost.\u00a0<\/span><\/p>\n

While 75% of consumers look forward to a consistent experience across multiple engagement channels\u2013social media, mobile, online, in-person, or through the phone\u201373% will likely change brands if they don\u2019t get it (<\/span>Source<\/span><\/a>).<\/span><\/p>\n

In order to achieve true omnichannel excellence while relieving agents from spikes in demand, contact centers need consistent automation tools. Replicant\u2019s Contact Center Automation solution finally delivers the kind of powerful simplicity that allows contact centers to unify their automation experience across every channel. For customers, it\u2019s making service more intuitive than ever before, by evolving from siloed technologies to a comprehensive one:<\/span><\/p>\n

Standalone Automation Solutions vs. Omnichannel Contact Center Automation\u00a0<\/b><\/h2>\n

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\nWhy Contact Centers Should Care<\/b><\/h2>\n

Gartner predicts that through 2022, 50% of large organizations will <\/span>fail<\/span><\/a> to unify engagement channels, resulting in continued disjointed and siloed customer experience that lacks context and one or more of the following customer expectations:<\/span><\/p>\n