Effective digital communication is the lifeblood of most organizations and has become more important than ever in recent years.
Businesses have expanded digital communications to help them deal with issues from supply chain disruptions to disruptions in healthcare and education services during the COVID lockdowns.
Omnichannel communication has helped many companies reach customers, business partners and the public faster, more reliably and when it matters most. But what are they and how can developers enable them for their organizations?
To explore this, we interviewed Phil Nash, Principal Developer Evangelist at Twilio.
Listen to the interview below.
“Consumers today have multiple ways to connect with a business — from SMS to email to phone calls — and they may prefer to use different channels at different times,” Nash said.
In omnichannel contact centers, these communication channels are connected to provide a seamless end-user experience, he explained.
“It is important that the communication channels are all integrated and mapped together in the contact center. Without that, you just have a multi-channel communication that’s disconnected and isolated with no context to what happened in another conversation,” Nash said.
Omnichannel communication allows a customer to start a conversation by sending an SMS, then switching to email, and then using their phone to end the interaction. When they call the contact center, the agent has all the context about those previous interactions. This eliminates the need for customers to repeat previous conversations.
Making this possible is not always easy. For example, in our interview with Nash, he explains that developers have had a week during the pandemic to retool communications for Lifeline Australia.
Listen to the interview to learn how they did it and what drives Twilio’s platform approach to enabling omnichannel communications.
Sign up for a free Twilio account today and start building unique and personalized customer experiences.
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