Omnichannel is defined as a cross-channel business model and content strategy to improve the user experience. Rather than working in parallel, communication channels are designed to cooperate and build a coherent, evolving, cross-channel experience. Using an omnichannel approach allows customers the ability to be in constant contact with a company through multiple avenues at the same time. It is imperative that companies provide one cohesive messaging through these multiple, or “omni,” channels.
Companies are embracing omnichannel. Consistency and accuracy across all of those channels—the human, the digital interaction, the bot—must come from one single, consistent source of truth. The single biggest reason to embrace omnichannel is to accommodate customer preference. But, while this creates more ways to communicate with customers, it presents its own set of problems. How, as a company, are you ensuring consistency of message across all channels?
Offering a better customer experience—knowing how your customers want to interact with your organization—is key. But, omnichannel doesn’t mean omni-everything. Now that you have more repositories of information—a chat system, AI and machine learning, chatbot—each with its own repository, those repositories may not be the same.
With the explosion of omnichannel messaging comes the reemergence of knowledge management because you need to look at a single repository designed to feed into all channels. It’s important to ensure that whether it’s the human interacting with the customer, or it’s the digital interaction, or it’s the bot, your customers are getting the same answers across all channels.
Enter Panviva—your one single source of truth—designed to solve this information silo problem! Panviva, a cloud-based knowledge management solution, is designed to deliver consistent and accurate content across all of those channels, driving consistency of message.
Panviva is a content and knowledge-management (KM) system providing on-demand, real-time answers that solve your customers’ most immediate problems. Panviva organizes and manages your content—policies, procedures, technical documentation, FAQs—into simple bites of information that customers can easily understand and customer service reps can easily explain. Panviva provides a better experience for customers because they receive the help they need from your customer service reps faster. It provides a better experience for employees because they have confidence that the information they are providing is current, accurate and timely—allowing for more time spent caring for the customer rather than hunting for information.
Take your free test drive today at: www.panviva.com/ccp518*
About the Author: Stephen Pappas
With more than 20 years’ experience in enterprise software sales and operations, Stephen Pappas manages all aspects of Panviva’s North American operations. He is a relentless customer experience expert and speaker, startup mentor, podcaster and serial entrepreneur. In his spare time, you might find Steve strumming on his guitar and listening to Clapton.