Why Omnichannel Messaging?

Messaging is increasingly the way the world communicates, with McKinsey estimating that 2.2 billion people worldwide use one or more messaging applications. For the most popular messaging application, their user bases look like this:
WhatsApp 1.5 billion users,
FB Messenger 1.3 billion users,
Apple Business Chat 1.3 billion users,
WeChat 1.0 billion users
In addition to conversational uses, research shows that people are increasingly using the enhanced abilities in messaging apps for commerce, with messaging a key component in customers’ purchase journeys:
84% use messaging Pre-Purchase for information & consultation
74% use messaging during Purchase for purchasing & ordering
9% use messaging Post-Purchase for commenting & reviewing

Thus messaging is rapidly becoming the dominant medium for customer service, with its steep rise associated with a simultaneous decline in phone and email usage. When researchers asked users why, over 60% said messaging offered better resolution of support issues, over 80% said the quality of service was better, and over 75% said it was less expensive.
However, the messaging application market is diverse, with many popular messaging apps, and is likely to remain this way. Hence the concept of Omnichannel. As the number of channels proliferates, the potential for disjointed experiences when switching or working with multiple channels increases. This creates a complex matrix of possible ways an individual can engage an organization and its offerings or complete a task.
Omnichannel is the concept of a single consistent window onto an enterprise. According to report from MIT, omnichannel "is the central force shaping the future of e-commerce and brick-and-mortar stores alike."
Importantly Omnichannel messaging brings a single interface & contact point for all messaging apps & all external communication, and is customer-centric, starting from messaging apps, the customer’s preferred online environment.

Why Omnichat?

Omnichat incorporates all messaging channels, including important emerging standards like RCS and Google Business Messenger.
It offers comprehensive support functionality, as follows:
Intelligent Agent Routing
Omnichannel Connectors
Live Chat
Integration with bots and other apps
In addition, it’s easily customised to fit exact customer requirements.
But most importantly of all, it provides single platform for all inbound and outbound customer communication, replacing three separate former applications:
Customer Relationship Management (CRM)
Marketing Automation
Customer Support

Get exceptional user experience & reduce support cost!