Customers demand a high level of service and will switch providers if they are not served efficiently. They expect consistent and transparent service, whether they are interacting with the company via their mobile, tablet, storefront or website and potentially all of those channels during a single transaction. As a result, the service provider must make customer interaction history available across all channels. Customers also expect to be able to buy products or services and manage their accounts online, and to have a personalized service experience. The lack of easy-to-use, flexible online self-care services increases loads on call center agents and sales representatives, impacting productivity and profitability.
Why Etiya's OmniChannel Digital Frontend?
Etiya OmniChannel Digital Frontend enables service providers to market, sell, and manage simple or complex products and services online. It provides a seamless, consistent and unified customer experience from any device or channel, such as the web, sales or CSR agent, rebundler or kiosk. So customers can buy and manage their products and services through any channel, with each channel being aware of what has been done via the others.
Empowered customers, personalized service = improved customer satisfaction
With Etiya OmniChannel Digital Frontend, self-care customers can access and manage their account from anywhere, on any device, through an intuitive, high-performance user interface, that is available at any time they need. They can add or remove services or seek answers, and get those answers and resolve cases faster, without the need to show up personally at a service center, or wait in a seemingly endless line for a call center agent. They can also start a process on one channel, picking it up later on another one, and finish it off on a completely different one again. The process will be seamless even in this case, with no data or information lost between channels and no questions asked twice.
Through Etiya customer interaction analytics and autonomous learning, service providers can also launch campaigns to specific customer profiles. The result is high quality customer engagements and positive customer experiences.
Increased self-care usage = less load on customer care, lower costs, better efficiencies
Higher rate of self-care usage means, that there will be less routine cases in call centers and in stores. On one hand, that can mean lower operational costs in these departments, but on the other hand, the customer care capacity freed up this way can be used for solving more complex cases more efficiently, or approaching customers proactively for up-sell and cross-sell, and build better customer relationships, that, on a longer term, will result in higher customer lifetime values.
And the technical part?
We know, that easy implementation and system integration is always key. Etiya uses open APIs, and offers a modular system, that is flexible, highly scalable and allows easy integration. Business is constantly changing, as also the needs of customers, and this will constantly require new features and modifications. We use microservices, that will ensure this agility for you, to introduce or modify features and capabilities quickly.
OmniChannel Digital Frontend is pre-integrated with other products in the Etiya portfolio, like Product Catalog Management, CPQ or Order Management, to provide an end-to-end solution. However, it can also be used stand-alone, and integrated as a frontend to the customer’s existing systems.
Etiya offers consultation services throughout the customization and the implementation process, to find the solution that is most suitable to our partner's needs.