The Multichannel is a non-unified communication model provided by companies that allows their Cients to get in contact with the company by means of multiple available channels.
As we know this model has great advantages but also big disadvantages. For example, the typical and recurrent case in which the customer contacts several channels at the same time in order to speed up a response. In those cases, if the income channels (telephone, Whatsapp, Facebook Messenger, Telegram y Web Chat, etc.) operate independently, the 360° view of each customer and management is lost, reducing the quality and jeopardizing the customer relationship.
Therefore, it is necessary to complement the Multichannel with centralization. This is where Omnichannel comes into play. But, what is Omnichannel? It is nothing more and nothing less than the integration of all channels into a single platform.
With Omnichannel all the contacts of the Client and Client movements made through multiple channels are concentrated and can be viewed from a single platform. This avoids having more than one employee handling the contact reason for the same Client. It also saves time and energy, optimizes costs and provides efficient, high-quality service.
Meerkat Cx is the solution that allows the ISP to integrate telephone calls, Whatsapp, Facebook Messenger, Telegram and Web Chat. All the channels are integrated in a common platform, and each contact with the Client, via any communication channel, is automated and centralized.
In short, Meerkat Cx prevents dozens of open and unresolved cases from remaining in the different channels at the end of the day.
Meerkat Cx also self-manages:
- Massive & programmed system outages
- Collections (means of payment and payment advices)
- Balances
- Invoice forwarding
- Up selling & Cross selling
- Database update