Omnichannel Microsoft Teams: Empowering your organisation to enhance customer experience

In today’s digital era there are more and more ways that customers can communicate with organisations, not only increasing touch points but also customer expectations. On average, customers use three to five different channels to contact companies varying from voice, SMS, chat, app, email, social and more, which is why it’s never been more important to focus on delivering a more cohesive customer experience.


Microsoft Teams, the industry leading collaboration platform, has emerged as a powerful omnichannel solution. By harnessing the existing collaboration capabilities of Teams along with additional centralised communication methods, organisations are seeing increased adoption as well as a boost to their customer loyalty and satisfaction.


In this article we look at the various ways a Microsoft Teams Omnichannel solution can support you in enhancing your customer’s experience.


  1. Centralising your communication channels

When you convert your Microsoft Teams into an omnichannel solution it serves as a centralised communication hub, integrating your various channels such as chat, voice, video, and email, all within a single platform. This enables you to efficiently manage and streamline customer interactions, eliminating the need for separate applications or disjointed communication systems. With Teams, customer service agents can access and respond to inquiries from different channels seamlessly, providing a consistent and unified experience for customers.


  1. Seamless channel switching

One of the key advantages of Microsoft Teams’ omnichannel solution is its ability to facilitate seamless channel switching. Customers can initiate conversations via one channel and continue the interaction on another without losing context. For example, a customer may start a chat conversation and then transition to a video call if a more in-depth discussion is required. This flexibility not only enhances customer convenience but also saves time by eliminating the need for customers to repeat information or start from scratch when switching channels.


  1. Greater insight for agents

Create personalised and contextual interactions by leveraging your customer data and insights. By integrating Microsoft Teams with Customer Relationship Management (CRM) systems, such as Microsoft Dynamics 365, your agents can access relevant customer information in real-time during interactions. Armed with this data, agents can provide personalised recommendations, offer tailored solutions, and engage in more meaningful conversations, leading to improved customer satisfaction and loyalty.


  1. Intelligent routing and collaboration

With Microsoft Teams’ omnichannel solution, incoming customer inquiries can be intelligently routed to the most suitable agent based on their skills, availability, and workload. This ensures that customers are connected with the right experts, minimising wait times and optimising agent productivity. Additionally, Teams’ collaborative features enable agents to seek assistance from subject matter experts within your organisation, fostering knowledge sharing and swift issue resolution. This collaborative approach results in faster response times, reduced escalations, and an overall improved customer experience.


  1. Drive improvements through data insights

Gain valuable insights into customer interactions through Microsoft Teams’ robust analytics and reporting capabilities. Using customisable dashboards and real-time analytics, businesses can monitor key metrics, track customer satisfaction levels, and identify areas for improvement. These insights can enable you to make data-driven decisions to refine your omnichannel strategy, and continuously enhance your customer experience.


At Redcentric, we have the expertise from our 25+ years’ experience in communication services to support you in creating a successful omnichannel solution. We work with you to understand your existing communication channels, how to make best use of the analytics and route your calls efficiently to create an enhanced. customer experience. Contact us today for a demo on our omnichannel solutions to see how your customers and agents can benefit.

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