Omnichannel retailing has taken shopping to new levels. What was once just brick-and-mortar shopping has morphed into mobile and online shopping, and retailers have a unique challenge to ensure they are meeting customer demands and offering support to reinforce the many ways customers are interacting with them. It can be overwhelming, but using the power of a rich communications suite (RCS) solution can help businesses stay current on how and when their customers do business with them.
Consumers are now experiencing the power and the promise of converged and rich communication such as instant messaging, video sharing and buddy lists, which have introduced a new user experience. With RCS services, customer expectations can be fulfilled, and ever evolving services can be offered to enhance users' experience.
Did you know that the multichannel experience means twice as many year-over-year improvements in customer satisfaction compared to peers using only a single channel? Recent analysis has proven this, and so it behooves businesses to start thinking about ditching the single channel solution and move toward a model that incorporates the various methods of communication out there.
Customers today demand higher quality, competitively priced products and improved service while businesses are continually tasked with striking the balance between service quality, efficiency and effectiveness, and revenue generation, cost cutting and profitability. What makes it doubly challenging is the social factor; businesses are being tasked with the multichannel experience for their customers through social media, like Facebook (News - Alert) and Twitter.
Presence is a key enabler for rich communications as it relates to the customer experience. Social presence fuels revenue generating services such as enhanced address book, group messaging, image/video sharing, gaming, social networking and voice services, all of which offer the customer multiple ways to get the help they need while the retailers that service them can keep up with the demand.
RCS services bring together the best of popular Internet services and operators communications methods, embedded in your customer’s mobile devices. You can offer your customers exciting, feature-rich capabilities that make their mobiles even more central to their personal and business lives, thus enhancing the customer experience.
Edited by Alisen Downey