Companies seeking to keep pace with industry leaders must embark on an omnichannel transformation—one that views touchpoints not in isolation but as part of a seamless customer journey. And since customer journeys aren’t simple and linear but a series of handoffs between traditional and digital channels that can vary significantly by customer type, an effective strategy requires an in-depth understanding of what customers truly want.

To design an omnichannel experience, companies should follow a sequential process composed of four essential components:

OneSupport is a technology-rich contact center, enabling our clients to provide the best possible customer experience and reduce friction points along the way. We can help businesses modernize their support platform and provide a robust support ecosystem in a simple easy-to-utilize contact center platform. Decrease the number of live interactions required and automate repetitive inquiries​ by leveraging AI and self-help options.

Our expertise in designing successful operational models that achieve growth, with cost-reduction in mind, for your organization is just a small part of the overall goal in achieving a longterm partnership. Our flexibility, adaptibility, and tenacity is critical when understanding the needs of an organization, and the types of systems we are looking at, to create a model that supports the continued growth and success of your business.

The prioritization of interactions and their delivery based on custom criteria is enabled by our AI-powered CCAAS solution. Every call is thoroughly analyzed through speech analytics, ensuring that key phrases and frequently used terms are scrutinized by quality control supervisors. Invaluable data, essential for making informed, data-driven business decisions, is collected and provided by OneSupport’s contact center platform to our clients.

Seamless handoffs between agents and channels are facilitated by our omnichannel platform, empowering customers to receive support according to their preferences. Integration of client CRM software with our cloud-based contact center is achieved effortlessly. Additionally, branded surveys are employed to gather customer feedback effectively.

The expertise lies in the design of operational models aimed at achieving growth while considering cost reduction, constituting just one aspect of our overarching goal to establish enduring partnerships. Our flexibility, adaptability, and tenacity are pivotal in comprehending organizational needs and devising models conducive to sustained growth and success.