In an effort to meet evolving customer demands, Deltapath Contact Center Solution recently added new omnichannel capabilities. The brand joined forces with Comm100 in order to create the new omnichannel contact center. The new feature was designed to improve communication and includes various communication channels including website live chat, email SMS, Twitter, Facebook, WhatsApp Business, WeChat, Line, Telegram, and Instagram. Thus allowing customers to connect with the social apps they feel the most comfortable using.
David Liu, CEO at Deltapath, said: "Historically, Deltapath has been focused, not just on voice, but also on the video contact center. However, more interactions are happening outside of video and voice. We want to keep up to date with the latest customer channel preferences, which often includes an asynchronous communication style. For example, many users today generally do not want to deal with companies via phone, so we focused on bringing omnichannel into our contact center solution."
Asynchronous Customer Support Channels
Deltapath Contact Center Solution Added an Omnichannel
Trend Themes
1. Omnichannel Customer Support - Opportunities for businesses to improve customer communication through various channels including website live chat, email, SMS, social media, and messaging apps.
2. Asynchronous Customer Interaction - Disruptive innovation opportunities for businesses to satisfy evolving customer preferences for non-phone communication channels such as messaging apps and social media.
3. Integration of Communication Channels - Innovation opportunities for businesses to join forces with communication platform providers to achieve better integration, seamless communication across channels, and improved customer experience.
Industry Implications
1. Customer Service and Support - Businesses could integrate omnichannel customer support to quickly and effectively address customer needs across various channels, including social media.
2. Communication and Collaboration - Communication platform providers could capitalize on the trend towards omnichannel communication and invest in better integration across channels to capture more market share and improved experience.
3. Marketing and Advertising - Businesses could use omnichannel communication to improve customer acquisition rates and enhance brand reputation across channels even in the absence of voice and video interactions.