Omnichannel Messaging: How to Transform Customer Engagement

Voice, video, email, SMS, webchat, WhatsApp, and more – the ways in which the world wants to be in touch are many and varied.

Indeed, organisations and businesses who want to respond to today’s demand for ‘any time, any how’ communication face a challenge to provide the technologies that enable true omnichannel interactivity.

Those that integrate all of the multiple channels within a single, powerful, and Unified Communications as a Service (UCaaS) platform are well-placed to deliver a rich and rewarding contact center experience for all involved.

All those organisations and their IT partners must do is team-up with Yeastar – a provider that has the right solution.

“The channels via which consumers want to interact with their favourite brands are no longer simply the traditional ones such as telephone or email; they now have many choices – it is vitally important that businesses are able to offer them all,” says Arya Zhou, Deputy Director of Sales at leading global provider of unified communications solutions Yeastar, whose cloud or on-premise P-Series Phone System and Linkus UC solution enables exactly that.

Contact center agents can manage messages from different channels, including SMS and WhatsApp, in a unified chat panel; easily transfer chat conversations to fellow team members; and collaborate together within the same user interface. Seamless Customer Relationship Management (CRM) platform and helpdesk integration capability also automatically provides agents with on-screen customer contact information.

In addition, customer messages can be automatically routed to a queue of designated agents based on preset routing rules for a faster or more expert response, and chats can be automatically elevated to voice calls with just one click when specialist human interaction is required.

That means no wasted time or clunky processes switching between separate screens or applications – giving customers and agents a smoother, faster, and altogether enhanced way of servicing requests and resolving issues whilst simultaneously providing a central record of all chat conversations.

It’s no surprise that all businesses now need fully-integrated messaging capability.

In the case of WhatsApp in particular, two billion people are now active users, and that number is growing all the time. As a result, it is increasingly vital that brands have the ability, for example, to ‘click to WhatsApp’ via their websites, Facebook and Instagram etc. In the case of SMS, open rates are as high as 98%; making that an impactful and cost-effective way of communicating customised and tailored reminders, promotional offers, transactional updates, and more.

And, when it comes to data analysis, detailed channel statistics, downloadable chat logs, and message counts provide organisations with valuable performance and cut-through data.

“A truly unified, omnichannel contact centre integrates and manages diverse message channels seamlessly,” says Zhou.

“From an organisations’ perspective, brand harmony is enhanced via the effective use of a single, cohesive voice, which in turn builds trust and loyalty. It’s all about boosting customer satisfaction. In today’s modern world, messaging has an increasingly important role to play in all of that.”

Indeed, in the case of Yeastar, it has recently outlined an ambitious roadmap for its contact center solution that will provide its customers with future-proofed capability to integrate with the messaging functionality of social media platforms such as Meta Messenger and adding live chat for website conversations.

In addition, it is planning more advanced features that will enhance the overall capabilities of its UC solution and enable businesses to meet their needs of call center, omnichannel messaging, and internal team communications & collaboration, all in one single platform. The seamless integration of these technologies will be instrumental in enabling more efficient and productive organizations.

“Our goal is to address PBX and contact center needs from a single source,” says Zhou. “This strategic approach not only diversifies our offerings but also taps into a burgeoning market with remarkable growth potential. It is where we can differentiate and brand ourselves uniquely, and how we can deliver maximum benefit to our customers.”

To learn more about how Yeastar can help your and your customer’s businesses provide a rich omnichannel communication experience, click here.