Introducing ‘Chat on Call’: How Businesses Can Leverage This Industry-First Feature for a Truly Omnichannel Experience

Prashanth Kancherla

May 21, 2024 | 5 mins read

chat on call for omnichannel customer experience

Most businesses today claim to offer an omnichannel experience, but it’s easier said than done. Being truly omnichannel requires a deep understanding of customer needs, preferences, and behavior, along with the ability to engage and serve them simultaneously across channels.

Today, 83% of customers expect to solve complex problems over the phone. But what happens when solving these problems requires simultaneous engagement on a digital channel with the same agent?

For example, if a customer is buying insurance and needs the payment link on WhatsApp while speaking to the agent. Or, if an agent needs KYC documents from a customer to expedite loan processing that’s already been approved. In the past, this would have meant ending the call and initiating a separate conversation via email or messaging app.

Agents might ask the customer to email the document or send it via WhatsApp after the call. This could lead to delays and potentially lost opportunities, resulting in fragmented experiences, as 53% of customers say most interactions are fragmented.

In this blog, we will explore how a business could engage with customers on more than one channel concurrently, what it truly means to be omnichannel, and why it’s so crucial for modern businesses.

What is Chat on Call feature?

Chat on Call is an industry-first innovation that enables businesses to engage with customers on both voice calls and WhatsApp at the same time. Now, your agents need not be restricted to one channel at a time. While actively engaged in a voice interaction with the customer, they can also use WhatsApp to 

  • Facilitate quick document exchange  
  • Send payment links and other rich text media  
  • Resolve customer issues over a single interaction  

In the digital world, when customers engage on different channels for the same issue and deal with different agents, they often find themselves repeating information and being misunderstood. This leads to lost context and breaks in the conversation, making it challenging to maintain continuity in communication. With Chat on Call, agents can engage on voice and digital channels at the same time. 

This is part of our industry-first Omnichannel+ Customer Engagement solution, which is a component of our digital CX solution suite launched last month. With this feature, we aim to eliminate fragmented interactions, offer real-time assistance, and deliver a unified experience to your customers – all from one CX platform.

How does Chat Plus Call Functionality work?

Before diving into its benefits, let’s first understand how the chat and call functionality work. Here’s a breakdown of this innovative feature:

Tagged Conversations When an agent sends a message to a customer during a call, the conversation is tagged. This ensures that when the customer responds, the message goes back to the same agent, maintaining continuity.

Template-based message: Initial messages to customers are in template format, ensuring consistency and compliance as per company standards.

Channel Switching: With the ability to switch between channels, agents can choose which one to continue with, ensuring communication flexibility.

Admin Access: As an admin, you have access to all the chat conversations, allowing you to review interactions across channels seamlessly.

Detailed Channel Information: Detailed information about chat history and stored documents is available similar to the typical CDR report for voice calls.

Integration Benefits: While chat and call reports are not combined, integration with CRM or CDP platforms consolidates conversations, providing a comprehensive view of customer interactions.

Our platform empowers agents to address queries & concerns of customers and prospects in real-time during ongoing calls, leading to faster issue resolution and increased sales.

Benefits of Chat+Call Functionality

Chat+Call has the potential to significantly impact customer engagement, improve sales efficiency, and accelerate customer service responsiveness. Here’s how this functionality ensures seamless interactions and benefits customers.

Simultaneous Engagement: With Chat on Call, agents can engage with the customer on voice calls and messaging apps at the same time, allowing for unified & seamless engagement. They can address queries in real-time, leading to faster issue resolution and increased sales.

Contextual Conversations: No more repetition or misunderstandings. With Chat on Call, context is preserved, and conversational continuity is maintained, ensuring a seamless customer experience.

Customizable Options: Businesses can customize the Chat on Call feature according to their specific needs. Whether it’s keeping channels sticky for a certain period, enabling customers to engage with the same agent or 

Improved Efficiency: Agents can now handle multiple conversations simultaneously, increasing productivity and efficiency. With Chat on Call, businesses can deliver truly omnichannel experiences, meeting customer expectations and staying ahead of the competition.

Reduced Workload: With Chat on Call, the workload on sales and service teams is significantly reduced as they can seamlessly handle both chat and call functions. This integration streamlines operations, enhances efficiency, and ensures that teams can serve customers more effectively.

Improved First Call Resolution (FCR): By resolving issues in real-time across multiple channels, businesses can significantly improve their FCR rates. This ultimately leads to higher levels of customer satisfaction.

Conclusion

To sum up, Ozonetel’s Chat on Call feature represents a significant leap forward in customer engagement, offering businesses the tools they need to deliver exceptional omnichannel experiences. With this functionality, businesses can proactively fulfill customer needs, drive satisfaction, and foster long-term loyalty.

Want to see what Ozonetel can do for your company? Sign up today for a free 21-day trial.

Prashanth Kancherla

Chief Product Officer, Ozonetel Communications

Over the past decade, Prashanth has worked with 3000+ customer experience and contact center leaders...

Share this post: