Unified CX vs Omni-channel CX: Key Differences Explained
In today’s environment, businesses engage with customers across many touchpoints — such as web sites, mobile apps, email, WhatsApp, live chats, social media and telephone calls. Although both unified CX and Omni-channel CX focus on improving the way customers interact with your company and have the same goal of improving customer experience, they approach this in different ways. To help your organization make informed decisions about how to improve collaboration amongst teams, reduce costs increase operational efficiency, and provide superior customer experiences for a large number of customers. What Is Omni-channel CX? Omni-channel CX allows for the seamless flow of customer conversations across all possible communication channels such as live chat, WhatsApp, etc. The customer can begin a conversation using live chat, then continue it via WhatsApp and finally be able to reach out to an agent over the phone, never having to repeat what the issue was again. The ultimate objective of omn...