The advantages of Omnichannel

Why Meerkat bets on this way of contacting the customer.

In the past  years, communications have advanced dramatically on a global scale. And hand in hand with this phenomenal expansion has also come a change in the way people connect with companies and vice versa. To mention just two examples: until not too long ago, when someone needed to make a consultation, they had to go to an office, stand in endless queues and depend on the mood of the employee on duty to manage it; on the other hand, companies had to resort to physical mail to communicate with their customers.

But since the appearance of the Internet and the proliferation of mobile devices, those habits have changed: today, both, companies and users have multiple options for interacting with each other. And when it comes to efficiency in communication, companies should have as many open channels as possible to interact and not limit themselves to just a few, because this guarantees that there will be no failures.

Phone calls, voicemails, email, Whatsapp, Facebook Messenger, Telegram and webchat are good channels, but if they work alone or separately, the 360° view of each customer and management is lost, which reduces the perception that users have of the quality of the product offered.

That is why, in Meerkat we are committed to Omnichannel, which is nothing more and nothing less than the integration of all these channels into a single solutionMeerkat Cx

With Meerkatthe customer’s movements through all channels are concentrated and can be visualized from the same common platform. This avoids more than one employee managing the contact reason, saves time and resources, optimizes costs and provides an efficient and high quality service

In addition, every contact with the customer via any channel is automated and centralized, thus avoiding dozens of open and unresolved cases at the end of the day.

If you want to know more about Meerkat Cx, please don’t doubt to contact us.