Sitel UK, a provider of outsourced customer contact solutions, has issued a report that found that there is a growing demand from consumers for an omnichannel customer experience.
In a recent customer relations study, Sitel discovered a 500 percent increase in demand among its clients for omnichannel solutions. Another company report found that 86 percent of customers said that they will pay more for a better customer experience.
“The key here to the customer experience is never involuntarily forcing the customer to move from their chosen channel of interaction in order to receive unique problem resolution,” Joe Doyle, marketing director, said in a statement. “We are delivering a number of omnichannel strategies both here in the UK and globally.”
The benefit of omnichannel solutions for retailers is that they can track customers across all channels and develop a robust insight, based on real data, into engaging with customers in and out of store with mobile, cloud and social technology to drive more effective marketing and increase customer loyalty, Doyle said.