Omni-Channel Customer Engagement Article

How do you like to contact a company when you have an issue to resolve or a question about a product? Do you prefer to visit their website and look for ways to contact them directly or do you take to social media channels to find your answer? Do you instead prefer to call the contact center and talk to a live agent or do you launch the live chat on their website? All of these options are available in the omni-channel customer engagement environment, which is growing in demand.

The reason for this popularity is the focus such an environment places on the customer experience. The company that launches the omni-channel customer engagement environment is focused on providing customers with the channels they need to connect, get their questions answered and their problems solved. For Hodes, the launch of an Omnichannel Talent Cloud solution expands its offerings into one integrated solution for a seamless experience.

"The Omnichannel Talent Cloud places Hodes in a position to focus our agency services on the end results and goals of our clients by translating their employer branding into consistent measurable execution across channels," said Roopesh Nair, president and CEO of Hodes, in a press release. "We are now one step closer to our vision of creating measurable value for our customers by redefining how brands connect with talent."

Through this release, Hodes enables cross-channel data driven talent marketing to function with a seamless, personalized, mobile and social engagement experience. Three customer-facing modules, the Hodes Experience Manager, Hodes Media Optimizer and Hodes Analytics, link into the company’s data lake, Hodes OmniData. Here, data from all talent touch points is consumed so employers can build brand equity and preference through multiple, personalized expressions.

This kind of integration of the brand and overall personalized focus is key for organizations wanting to achieve that competitive advantage in crowded markets. The point in any omni-channel customer engagement experience is that it is not only seamless, but also caters to the individual through personalized content and navigation. This improved experience adds more value to the brand and creates satisfaction among the customer base.

Case in point – if I have a technology issue and can’t get my provider on the phone due to long wait times in the call center, I take to their social media channels to report my problem. The next time I call in, the agent should be able to see that I reported an issue on Twitter (News - Alert), what the issue was and how it was handled. It’s even better if I get a follow-up call (or text, Twitter post or email) from the provider once the issue is resolved and before I have to call for another reason.

This kind of quality interaction is what builds brand loyalty and Hodes appears to understand that, building it into this latest release. In the broader market space, Aspect (News - Alert) continues to work with its clients to help them understand the impact and build out solutions to meet the omni-channel demand. If you’re ready to make an impact in you market, you may need to start with changing the customer experience.