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Industries such as financial services, travel and hospitality, and retail benefit from our Omnichannel solutions



travel

Omnichannel Sales for Travel and Hospitality

Customers researching travel purchases are channel-hopping and multi-tasking, are you? Customers increasingly have expectations of maximum transparency and use channels simultaneously. Gone are the days of sequential usage of channels – omnichannel means seamless channel connectivity, at the discretion of your prospective customer.

quote1 Real-time Customers prefer real-time customer interaction channels when they are researching or purchasing high-consideration / complex products and services.rates.quote2   - (atg)
 


Omnichannel Sales for Retail

As E-commerce revenue grows, the customer journey leading to purchase can easily become disconnected, so it is vital to stay agile in sales operations and service delivery in this increasingly multi-tasking world.

According to a new report by BI Intelligence, approximately $4 trillion worth of merchandise will be abandoned in shopping carts, but much of this can be salvaged through more effective omnichannel design that reduces customer effort.

Jacada’s Omnichannel Sales can reduce the rate of cart abandonment and help close the sale with personalized and contextual live assistance with one click — connect your customer to an expert sales person at any point in their purchasing journey.


shopping 1
 


financial 1

Omnichannel Sales for Financial Services

In spite of increasing comfort with technology and access to new sources of information, rating and reviews thanks to social media, human powered engagement still delivers the highest degree of trust, especially for high-consideration or complex products such as those found in the financial services industry. Transparency throughout the transaction process is paramount, and eliminating friction is the key to conversion success, as well as building loyalty.

quote1 Real-time Customers prefer the voice channel over the chat channel while they are researching or purchasing higher-value products and services, and those products and services that require a consultative buying experience.rates.quote2    (Source: Forrester Research)
 



2020

The year Customer Experience will overtake price and product as the key brand differentiator
(Customers 2020 report)

57%

Percentage of consumers who are very likely to abandon online purchases if they cannot find quick answers.
Forrester Research

2x

Consumers who prefer Voice channel over Chat for online shopping involving high-value or high-complexity products and services.
Oracle atg

58%

Companies that say they are not developing a strategy for integrated Customer Experience; only 8% currently provide an integrated CX
Econsultancy Integrated CX report 2013

 



What you should look for in an omnichannel solution

  • The three “C”s – Consistency, Continuity and Choice. Be sure the omnichannel solution you select offers the three "C"s. Continuity of the interaction as customers channel hop, Consistency of information regardless of the channel they’re on, and the Choice to choose from a multitude of available channels.
  • Easy adoption and integration – Look for solutions that are quick to implement and enhance your existing channels, instead of a complete Rip and Replace solution. Our solutions are typically implemented in weeks, not months.
  • Single design environment – Look for solutions that offer a single design environment for creating interactions that run on all channels, otherwise you will end up with a fragmented experience.
  • Breadth of solution – A true omnichannel solution goes beyond your self-service channels and requires efficient handling of voice calls, so look for a provider with a bread of solutions to provide efficiency at the agent desktop.

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