Do you know what omnichannel communication platforms are and how they can help you get more and better leads capable of bringing significant benefits to your company?

An omnichannel platform allows you to have multiple communication channels in one place. Nowadays this functionality is extremely important, as it allows us to open multiple accounts of different social networks in one channel and serve all our customers directly from there. This undoubtedly improves the efficiency with which companies serve their customers, as well as improving administrative processes and making the service much faster and more efficient.

Let’s imagine 5 potential customers with questions about a product your company sells. Each of them writes on a different channel or social network and therefore it becomes difficult to respond to all requests quickly. In these cases, if you use an omnichannel platform, the messages will arrive on the same platform connected to all the other contact channels you have chosen.

Do you understand the potential of these supportive omnichannel platforms like Callbell and why companies should adopt an omnichannel strategy? Of course, their use is a big plus. In addition, they have a number of optimal features such as multi-agent WhatsApp, metrics of your activity, bots or automatic routing to meet the needs of your customers.

There are several types of omnichannel platforms. Some are omnichannel platforms for sales and others are used for support. There are also mixed platforms that combine these two modes. Next we will explain each of them and why an omnichannel platform is better than a multichannel platform.

Omnichannel platforms for support

Omnichannel platforms for support

Today, customer interaction is the cornerstone of any business. For this reason, making the customer feel at ease and satisfied with the service provided is the task of each of the departments that make up a company. It should be noted that sales and support agents do this in a much more rooted way, since the company’s acceptance, profitability and business growth depend on them. In this sense, omnichannel platforms have a fundamental value in developing complete and collaborative customer service strategies.

As you can see, when it comes to customer support, omnichannel platforms take over. This is because they integrate more channels and apps that provide the user with an absolutely positive experience compared to old media tools. It is very important to note that there are multiple omnichannel platforms for support: this explains why here we will talk about Callbell.

Callbell is an omnichannel tool that centralizes several social networks into a single platform. It also allows you to connect multiple agents who are dedicated to customer service or who are part of the sales team. It is a tool that greatly facilitates communication and streamlines processes with customers. It provides metrics and multiple tools that allow you to work better, especially when it comes to providing a positive customer communication experience.

Omnichannel customer service platforms specialize in improving customer loyalty and communication. There are different platforms on the market today and each of them has its own advantages.

Hence, customers no longer have to interrupt their web browsing or experience to be able to connect with the customer service of a particular company that uses omnichannel systems for communication.

This translates into a better and faster experience and service and unmatched process efficiency.

Omnichannel sales platforms

Omnichannel sales platforms

Sales, as we know them, have undergone profound changes. The way companies used to sell and communicate with their leads and prospects is very different from today. Companies currently use omnichannel platforms focused on sales or mixed (support and sales).

This is because people don’t like having their online experience cut off to communicate directly with the company. They want to shop while viewing all product data and then communicate with the company. Today’s customers like to talk, see and feel the company’s interest in getting to know them and interact with them. This is why omnichannel sales platforms are so functional.

These allow us to sell in a complete way. They allow the user to talk to a sales agent and, through phone or chat, to make the purchase and manage all the processes that this entails.

Until a few years ago, you could only buy by going to the store or calling the landline phone. All this today has radically changed: sales can be made in different ways, even through social networks. In fact, over 50% of current customers use more than 4 service channels to make their purchases.

Companies are adopting an omnichannel sales strategy precisely in order to offer their customers the same shopping experience on any medium through which this person can make their requests. This is how omnichannel sales ensure that customers and prospects can receive their products or services wherever they are. As well as doing it using your preferred communication channel. In short, it’s about making life easier for consumers and generating special loyalty and trust towards your brand and company.

Multichannel platforms vs. Omnichannel

Multichannel platforms vs. Omnichannel

It is very common for people to confuse multichannel platforms with omnichannel ones or even think they are the same thing. In reality, this is not the case at all. While multichannel platforms expand users’ communication channels and how they communicate depending on the channel chosen, omnichannel platforms avoid information gaps and improve the communication experience of users, integrating multiple information channels into one and aligning the contact form so that it is always the same, regardless of the channel from which the customer communicates.

In this sense, omnichannel platforms are able to develop better communication, loyalty and customer experience. It is thanks to strategies with omnichannel platforms that today it is possible to obtain more and better sales.

What are the best Omnichannel platforms

What are the best Omnichannel platforms

There are many omnichannel communication platforms. There are sales, support and even mixed platforms. However, there are better platforms than others capable of developing a better experience both for the user and for the companies themselves.

Here we will share a top 3 of the best omnichannel platforms out there, dedicated to customer service and improving sales.

Callbell

Callbell is one of the best omnichannel sales, support and communication tools. Not only because the price is so generous, but also because the platform is very easy to use, intuitive and effective. Furthermore, it allows you to use multiple service channels such as Telegram, Instagram, Messenger, and WhatsApp.

Moreover, the platform is designed and optimized for sales, support, administration and customer service teams, which provides a better user experience. It offers agent metrics, business metrics, lots of features in terms of sales teams, support, customer service and much more.

Finally, Callbell’s support is excellent. They are very friendly and respond quickly to their customers, even within minutes. Callbell is, without a shadow of a doubt, one of the best options available among the omnichannel communication platforms.

Zendesk

Zendesk is a customer support tool that allows you to connect your agents with customers across multiple channels, so that they can visit them from the same platform without having to log into the instant messaging app.

Furthermore, you will be able to keep track of all the activities of your operators so that you can evaluate the daily or monthly performance of each of them, as well as their metrics in terms of messages and customer satisfaction.

B2chat

B2chat has some interesting features that set it apart from the competition. Among them we note the possibility of enabling chat bots within the different communication channels that the platform offers. This allows you to automate and streamline the customer service process, to establish advanced relationships that allow you to measure the quality and effectiveness of each agent on your team, to assign predefined chats and responses to the different departments of your company, which allows to answer by default the most frequently asked questions that customers usually ask. The service also allows you to integrate different tools.

Omnichannel communication platform

Callbell: the best omnichannel tool to serve your customers

As previously mentioned, Callbell is a tool specialized in omnichannel communication: it brings together different types of social networks into a single platform, which allows you to connect your entire team in one place and respond to all messages from your communication channels effectively, efficiently and quickly.

With Callbell you can manage chats, make sales, automatically reply to up to two conversations, manage your leads, metrics and internal chats between agents.

If you want to try Callbell and all the advantages including a communication and an omnichannel strategy useful for your company. Click here!

Frequent Questions

What are the best omnichannel platforms?
Callbell: Callbell is one of the best omnichannel sales, support and communication tools. Not only because the price is so generous, but also because the platform is very easy to use, intuitive and effective. Furthermore, it allows you to use multiple service channels such as Telegram, Instagram, Messenger, and WhatsApp.

Moreover, the platform is designed and optimized for sales, support, administration and customer service teams, which provides a better user experience It offers agent metrics, business metrics, lots of features in terms of sales teams, support, customer service and much more.

Zendesk: Zendesk is a customer support tool that allows you to connect your agents with customers across multiple channels, so that they can visit them from the same platform without having to log into the instant messaging app.

Furthermore, you will be able to keep track of all the activities of your operators so that you can evaluate the daily or monthly performance of each of them, and their metrics in terms of messages and customer satisfaction.

B2chat: B2chat has some interesting features that set it apart from the competition. Among them we note the possibility of enabling chat bots in the different communication channels that the platform offers. This allows you to automate and streamline the customer service process, to establish advanced relationships that allow you to measure the quality and effectiveness of each agent on your team, to assign predefined chats and responses to the different departments of your company, which allows to answer by default the most frequently asked questions that customers usually ask. The service also allows you to integrate different tools.

Which to prefer, multichannel vs omnichannel platforms?
It is very common for people to confuse multichannel platforms with omnichannel ones or even think they are the same thing. In reality, this is not the case at all. While multichannel platforms expand users’ communication channels and how they communicate depending on the channel chosen, omnichannel platforms avoid information gaps and improve the communication experience of users, integrating multiple information channels into one and aligning the contact form so that it is always the same, regardless of the channel with which the customer communicates.

In this sense, omnichannel platforms are able to develop better communication, loyalty and customer experience. It is thanks to strategies with omnichannel platforms such as Callbell that today it is possible to obtain more and better sales.

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About the author: Hello! I am Alan and I am the marketing manager at Callbell, the first communication platform designed to help sales and support teams to collaborate and communicate with customers through direct messaging applications such as WhatsApp, Messenger, Telegram and Instagram Direct