Tired of the same old customer service story? In our hyper-connected world, customers demand more than just a transaction. They crave experiences that feel as seamless and personalized as their favorite streaming service – and 76 percent of customers get frustrated when this doesn’t happen. (McKinsey) 

Omnichannel customer engagement is the secret sauce to delivering just that. It’s about meeting customers where they are, on their terms, and providing a consistent, cohesive experience across every channel. 

So, what does omnichannel look like as a customer engagement strategy? True omnichannel means communicating with prospects and customers over voice, SMS, and email. Each channel is connected to the others, and they all leverage one another. 

By offering customers the flexibility to choose how they want to interact, you’re not just providing a service; you’re building a relationship. And a strong customer relationship is the foundation for lasting loyalty and increased lifetime value. 

The Broader Value of Omnichannel 

While cost reductions are often associated with omnichannel initiatives (think chatbots and self-service that reduce inbound call volume), the true value lies in its ability to improve Customer Satisfaction (CSAT), increase Customer Lifetime Value (CLTV), and enhance overall contact center performance. 

Improved Customer Satisfaction:  

Omnichannel engagement meets customers’ expectations for convenience and personalized service. By offering multiple communication channels, businesses can ensure that customers can always reach them in their preferred way, leading to higher satisfaction levels. 

CSAT is often considered a soft value, but the reality is that improvements to Customer Satisfaction can bring a range of far-reaching benefits to your organization, including: 

  • Increased CLTV 
  • Higher Conversion Rates 
  • More Upsells and Cross-Sells 
  • Improved Agent Productivity 

Increased Customer Lifetime Value:  

By providing seamless customer journeys from one channel to the next, businesses can reduce churn and deepen customer relationships. This fosters opportunities for upselling and cross-selling, ultimately driving higher CLTV as satisfied customers remain engaged for longer. 

Enhanced Contact Center Performance:

Omnichannel engagement strategies streamline agent workflows, reduce average handling time, and optimize resource allocation by providing: 

  • Customer Interaction Data: Agents have access to a comprehensive view of each customer’s interaction history, allowing them to quickly understand the context and resolve issues efficiently. 
  • Automated Routing: Omnichannel platforms can automatically route calls or messages to the most appropriate agent based on skills, availability, and customer preferences, reducing transfer times and improving first call resolution (FCR) rates. 
  • Knowledge Base Access: Agents can easily access a centralized knowledge base to find answers to common questions and resolve issues without requiring extensive training or supervision. 

Real-World Example: The Power of Omnichannel 

Right Party Contact (RPC) is an outbound contact metric that’s defined as the number of contacts made where the agent was able to connect to the intended person, divided by the total number of attempted contacts. Most contact centers know their conversion rates and how long it takes to convert. Therefore, increasing RPC with an omnichannel customer engagement strategy is like printing money. 

Acqueon’s Revenue Execution Platform specializes in outbound customer communications and enables B2C enterprises to manage customer outreach at scale and in a compliant manner across voice and digital channels. Our mission is to help you sell more and collect more by utilizing an omnichannel customer engagement strategy which not only improves RPC by increasing the likelihood of successful contact, but also boosts engagement and conversions overall.  

Opting for an omnichannel approach demonstrates that you’re attentive to customer needs and adaptable to changing preferences – all while making it more likely that you’ll successfully establish contact. Think: voice for initial contact, SMS for notifications and appointment scheduling, and email for more detailed follow-ups. 

Let’s illustrate the impact of increased RPC with this ROI calculation: 

The Role of Technology in Omnichannel Success 

Technology plays a pivotal role in enabling successful omnichannel strategies. Acqueon’s Revenue Execution Platform offers a powerful solution for seamless omnichannel communication. 

Acqueon Outreach, a key component of our Revenue Execution Platform, is a customer engagement solution designed to help businesses deliver exceptional experiences to customers, every time. Meet customers where they are and keep them informed and engaged throughout the entire journey with agentless dialing, 2-way SMS, email, and messenger apps. 

  • Agentless Dialing: Leverage pre-recorded voice messages to engage customers more efficiently across sales, service, and collections without involving agents. Agentless dialing reduces Average Handle Time (AHT) by using an IVR to dial and carry out the initial segment of the call. 
  • 2-Way SMS: Create personalized 2-way SMS templates and prioritize them based on business needs. Create logical decisions based on customer responses and send a templated response. 
  • Email: Create immersive email templates and easily send them using API-based email delivery methods. Receive email outcomes and webhooks to transition customers from one channel to another. 
  • Messenger Apps: Create custom modes based on business preferences using WhatsApp, Facebook Messenger, LINE, etc. Define the providers of your choice or create messenger campaigns based on your organization’s preference. 

Acqueon Outreach also includes access to our API hub, which enables organizations to build self-service workflows simply and with compliance.  

Other Essential Technologies: 

Other essential technologies include campaign management and orchestration, CRM systems, and analytics tools. 

Campaign Management and Orchestration 

Campaign Management and Orchestration tools like Acqueon Campaigns make it easy to orchestrate, deploy, and manage omnichannel campaigns based on customer preferences. Leverage live agents and automation and easily iterate for accelerated outcomes. 

CRM Systems 

Customer relationship management (CRM) systems provide a centralized database for storing customer information, tracking interactions, and managing sales pipelines. By integrating with omnichannel platforms, CRM systems can help ensure that customer data is accessible across all channels. 

Analytics Tools 

Analytics tools can help you collect, analyze, and visualize customer data. By tracking customer behavior across different channels, you can identify trends, measure the effectiveness of your omnichannel strategies, and make data-driven decisions. 

Reap the Benefits of Omnichannel Customer Engagement Today 

Omnichannel customer engagement is no longer a nice-to-have. Rather, it’s a necessity for enterprise businesses and contact center leaders looking to maximize customer lifetime value and drive long-term success in the modern consumer landscape.  
 
By investing in technology, adopting best practices, and embracing a customer-centric approach, contact center and CX leaders can unlock the full potential of omnichannel engagement.  

Contact us to learn how you can transform your contact center into a revenue execution powerhouse.