Communication on this level is tailored according to customer groups and predictions as to their needs and wants.
With the addition of information based on customer history and feedback, we are able to customize journeys more pointedly around user preferences. Technological advancements align accordingly: Companies create multi-channel touch points to reach customers wherever they are.
In order to give customers greater control, companies employ omni-channel strategies, giving users the ability to select their channel of choice to receive messages.
Still, this doesn’t necessarily optimize the user experience. To augment the journey of a customer, companies must maximize a golden combination of ease, convenience and relevance.
With access to more data than ever before, companies can now be smarter in the ways they engage customers.
Enter the opti-channel approach. Not just a new buzz term in customer engagement, opti-channel is the latest progression for smart apps and customer experience. Opti-channel strategies factor in “contextual” data, to understand consumer behaviour more intimately.
The result is personalization — reaching the customer on a one-to-one level. This means getting to customers at the right time, on the right channels.
Reaching your customers at the optimal time on the optimal channel maximizes company resources while making the user journey as seamless - and as human - as possible.
At CallVU, we equip organizations with the capacity to match the right interaction environment for customers at the right time. Simple interactions are enhanced through digital self-service, while complex operations are boosted by a virtual “face-to-face” environment, enabling opti-channel strategies for the best user experience.
Yours in action,
Assaf Frenkel. VP product and marketing