Tech mahindra
Tech mahindra

Building Omni-channel Customer Experiences

Posted by: Gaurav Mahajan On April 07, 2017 12:23 PM

Omni-channel! That is a prodigious dialogue phrase to listen. Omni Channel is an approach for making information available in a seamless manner. The elegance of Telco, Retail, E-commerce and Banking sectors has changed; customers are able to research products and services they are interested in buying and the medium is Omni-channel via their own digital devices. They can use it to choose products while glancing on their smartphones or over web anytime, anywhere. In its many forms, Omni-channel is quickly reorganizing customer expectations, and redefining to deliver seamless, fully integrated services to end customers. The underlying theme here is that modern consumers are not buying a product or a service; they are buying an experience. All brands must understand this. The entire experience needs to be smooth and painless, and then the consumers will be more willing to purchase.

An Omni-channel solution results in reduced handling time, improved customer experience and reduced churn with increased brand loyalty. The CareXa Omni-channel technology cutting across all verticals make a great presence for the customers. The channels like ChatBOT, Visual IVR, Social media, Video kiosk etc. enhance the reach, thereby amplifying customer experience.

Tech Mahindra believes in progression of digital, Omni-Channel will command the way enterprises and customers interact. Tech Mahindra has capitalized profoundly in building exclusive and high-value digitally empowered platforms that can help to advance customer experience by enabling digital self-serve channels and integrated support channels. Customer touch points should have such experiences so that they do not need to repeat their problem statements while transitioning between support channels. This is achieved through integrating and collating cross-channel customer transaction history in an Omni-channel framework. Tech Mahindra’s proactive approach of Omni-channel for customer operations is based on proprietary framework CareXa, which addresses concern for both enterprises as well as end customers.

About the Author

Gaurav Mahajan, Solution Architect, CareXa

Gaurav Mahajan has 12 years of experience in Telecom industry. He holds an Engineering Degree in Elec & Comm and specialization in computing, Prince2 Practitioner and PCI DSS V3 certified. He has experience in designing solutions for contact centers and works on Digital Platforms. During his spare time, he spend time reading books.

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