The Benefits of Omnichannel Customer Service
On the surface, it seems that customer communication management has never been more complicated. There are so many ways for customers to reach out to your business. And, across all channels - texts, webchat, calls, emails and more - an instant response is expected.
Ameniti took notice of this early on. Our services offer many channels for guests to choose from, and a single platform for you, with conversations accessible in one place at any time. We have also pioneered integrated channels to make your life - and your clients’ lives - easier. Here are a few highlights:
Call to SMS
Although many customers and potential customers still choose to call your business, it is far from the most efficient channel.
Call-to-Message automatically sends callers an SMS with information not suited to a call, enriching conversations and reducing the need for live agents. Applications are endless, from sharing addresses to providing tracking numbers. An added benefit is that redirecting callers to messaging, a more efficient channel, allows them to finalize the journey digitally.
Voice Search to Email
Voice search and voice assistants are growing rapidly, and voice-based shopping will be worth $40 Billion by 2022. More consumers are making purchases via voice than ever, and have come to expect the convenience of discovering and purchasing hands free from a mobile device or voice assistant.
The easier the customer journey, the more likely it is that potential customers will purchase from your brand. That’s why Ameniti has enabled Voice Search to Email. It prompts the user to enter their email address, and automatically sends the deal to their inbox. This increases the likelihood of a completed purchase, facilitates offers for deals and promotions and helps build your database.
Web-Aware IVR
Many calls are ‘online escalation’ in nature. Customers are often already on your site when they call. Web-Aware IVR preserves browsed content, eliminating the need to repeat information. This allows for quick issue resolution and transaction completion - with shorter calls and reduced transfers.
Intercom to Mobile
Ring-to-Call is the main feature of Zero-Touch Intercom, an app-free, QR-powered solution that allows tenants and staff to answer the door and admit visitors - whether they are in the building or out and about - using their mobile devices. Tenants are automatically contacted via mobile when their intercom has been buzzed, and an SMS is sent to the tenant whenever they miss a visitor.
Integrating building intercoms with the most common channels (calling and texting) makes day-to-day life a breeze for tenants and building managers. This both improves the tenant experience and automates time consuming business processes.