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Omnichannel case management is an approach to customer management in which you can blend multiple communication platforms to form one consolidated customer service experience. For example, consider a scenario where your customer submits a product query through your website, requests support from a technician via SMS, and emails your team for upgrade advice. Omnichannel case management allows your team to track, monitor, and respond to each of these case management issues through one integrated dashboard. This saves your team the time outlay of hunting down important case management information across different platforms, promotes a positive customer experience, and, ultimately, better positions your business to identify new sales opportunities.
Omnichannel case management accommodates a broad spectrum of communication channels, including but not limited to:
A solution can enhance the customer outreach of large enterprises with a complex and elaborate sales presence — for example, a multinational company with diverse social media channels, call centers, and a chain of physical retail outlets. The approach can also help targeted enterprises with relatively few highly focused channels. An example here might be a small, locally-based retail outlet with a web-based comments form and a sales support email address.
An enterprise-grade omnichannel customer experience management platform can help your company by delivering:
Using omnichannel case management, you can: