The development of e-commerce and online media (social networks, forums, specialized websites, digital influencers) has profoundly changed consumer purchasing behavior. Consumers now research online, compare, evaluate, and interact with brands/companies across different communication channels. The challenge for your company is therefore to be able to communicate at the right time, with the right message, on your customer's preferred channel, at every stage of the customer journey. The Docoon by Odyssey cloud communication platform meets this challenge: we enable our customers to do and accelerate their business with a reliable and easy-to-use solution for an optimal customer experience.
1. Collecting data, the foundation for a successful customer experience
When should you reach out to customers? Through which channel? With what message? Digital or not? These are the questions asked by companies that have a wider range of tools than ever before to communicate with customers who are now as connected as they are demanding. Your challenge is to know how to use and orchestrate them wisely. The goal: to give your customer a positive, even unforgettable experience! That's why we talk about "customer experience."
To gain a clear understanding of customer journeys, determine the best timing for sending them the right message, and measure the effectiveness of campaigns and communications, companies must collect and centralize all data relating to a consumer/user. This data collection phase is essential. It allows them to refine their information on a prospect who has not yet taken action, but whose type of product they are looking for is known, for example, or to find out about a customer's new needs in order to up-sell or cross-sell and improve customer loyalty. This valuable data will be used by marketing and sales departments to refine their sales funnel. All that remains is to communicate effectively.
2. From MULTICHANNEL to OMNICHANNEL
With the advent of new digital channels, the term MULTICHANNEL has emerged. Originally, this referred to the ability to communicate across different channels, for example from a physical store to a smartphone to a PC (desktop), generally using a multitude of independent solutions organized in silos. The problem was that customers were not recognized when they switched from one channel to another, and the consistency of the offers they received was not guaranteed.
The need for consistent and coherent communication across different channels has given rise to the concept of CROSS-CHANNEL, i.e., the ability to "track" a customer's journey and interactions across the various touchpoints offered by the company: web, phone, mobile, social media, email, text messages, etc., in order to deliver the right message at the right time, on the right channel.
Today, we have reached a third stage of communication. OMNICHANNEL ensures synergy between all points of contact, whether physical or online. It responds to new consumer demands for a personalized, contextualized, and instantaneous experience. OMNICHANNEL communication therefore allows multiple channels to be used to interact in an integrated and consistent manner, delivering relevant information in real time and via the most appropriate channel. It will therefore enable a customer who has sent a message by EMAIL or through a social network, for example, to receive a contextualized response on another channel (telephone support, voice message, PUSH APPS, SMS, etc.).
3. Integrate a MULTICHANNEL platform to support OMNICHANNEL
Managing the OMNICHANNEL customer experience therefore involves ensuring consistency in messaging and offerings across increasingly diverse customer and user journeys. All media must appear to users as an integrated and unified system.
Ideally, your business applications should integrate:
- centralization of exchanges by associating all data relating to a customer with the same identifier
- personalized and contextualized response scenarios to ensure a smooth customer experience
- A MULTICHANNEL communication platform for delivering and routing messages to the designated channels.
The use of a MULTICHANNEL platform, thanks to a unique injection system, not only multiplies the number of channels, but also allows all shipment and response statuses to be reported in a single format in real time in your application, which is essential for continuity of exchanges. Docoon offers its customers a CLOUD communication platform, as well as a MULTICHANNEL API, enabling the distribution and automation of all types of messages (email, SMS, fax, postal mail, voice, and push apps).
What benefits can you expect?
- Simple and quick to use
- Rapid deployment and available 24/7 in SaaS mode
- GDPR compliant
- Additional services (certified messages, archiving, etc.)
We enable companies, developers, and publishers to integrate native and effective MULTI-CHANNEL communication into their transactional flows, marketing, software, websites, business applications, and mobile applications. The Docoon by Odyssey platform meets the highest market requirements in terms of security and service availability. With offices in Paris, New York, Tokyo, and Toronto, Docoon currently supports more than 2,500 companies worldwide.
Would you like to learn more about our services? Contact us.
