Importance of OmniChannel Communication for SMBs

With increased consumer spending, SMB space is seeing a huge spike in demand for their goods and services. On the other hand mushrooming SMBs in every sector is making the competition cutthroat.

Businesses need to pay attention to customer acquisition, retention, and their experience with the brand to create a high LTV. Communication plays a huge role in achieving the same. 

Both customers and business executives engage with each other on multiple channels at various stages of the Sale life cycle. Voice and Messaging play a perfect duo while communicating with customers. Having the right Cloud Telephony solution coupled with a perfect Business Messaging solution like WhatsApp Business API offers businesses the right flexibility to be on top of their communication goals.

With increased pressure to keep the cost of marketing and support at minimal, most SMBs are resorting to automation on both Voice and Messaging. While WhatsApp automation, AI enabled Chatbots provide good support on the Messaging side, Human-like Voice bots can help on the Voice side. Escalations from these channels can be handled by Human Agents to eventually resolve the customer queries. Cloud Telephony can help setup basic stuff like IVRs, Click to Call from CRM, and handling incoming calls intelligently by routing in round robin or to a sticky agent etc.. 

There are points on these interactions on one channel demanding initiation of interaction on the other.  Consider few examples, 

- A Voice Bot or an Executive is on call with a customer and the customer says, “Why don’t you drop me a WhatsApp message, I will share the required details”.

- Customer calls the support number during off working hours, Business instead of playing a dumb prompt “Sorry, we are unavailable now”, it can initiate a WhatsApp chat with AI support to answer some of the queries of the customer

- Abandoned carts on e-commerce websites require customers to be reminded and nudging them to eventually close the sale

- And many more

This ability to bridge together various channels, will improve the customer experience and hence loyalty towards the brand. MsgKart realized the need for this and has been helping SMBs across sectors to take their business communication to the next level.

So, Why Wait ? MsgKart is eager to be part of your success story too, Sign Up today !!