Consider, for example, a customer who reaches out via social media to check their order status. A week later, they call to inquire about the same issue. Because there is no connection between the two channels, the new agent doesn’t know that the customer had previously reached out. The customer has to repeat themselves and restart the entire inquiry process. This increases handling time and decreases satisfaction.
Alternatively, omnichannel contact centers, offer a unified journey. Customers can contact the business on one channel and continue the conversation on another. Agents have a complete picture of the customer's journey with access to transcripts and previous history. In this way, the client can avoid repeating the inquiry as the agent is fully informed. Agents can answer questions quickly and efficiently and provide customers with a quick resolution.