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Omni Channel vs Multi Channel Customer Experience

Š Copyright Comviva Technologies Limited. 2015

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Introduction  Customer Expectation changes quicker than technology today.  Omnichannel customer service and multi-channel customer service are the two in-things in customer service.  The two terms are central to customer service industry today and are often used interchangeably.  However, both differ and dip dive can explain the difference.

© Copyright Comviva Technologies Limited. 2015

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Multi-channel Customer Experience  Refers to the availability of customer service across two or more channels like web, e-mail, social media, apps, calls etc.  The option lies with the customers to choose how they want to interact with the company.  Customers don’t get the same response across all channels. Customers can get different kinds of response by using different channels, although the overall messaging idea follows the corporate objective.  The most famous brands using multi-channel customer experience are Apple, Burberry, and Uniqlo.

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Multi-channel Customer Experience  Apple sets the trend, provides a different experience to customers in each of its channels - brick and mortar Apple store, Apple iStore, etc.  Burberry, the leading apparel brand also provides customer service through a variety of channels including Snapchat and Periscope.  Each of the channels gives a unique, distinctive customer experience.

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Omni-channel Customer Experience  Customer engagement strategy which caters to the customers via all available channels of support.  It is more streamlined, more user-centric and more transparent.  It makes it easier for the customers to raise and get their issues resolved.  However, businesses have to make sure that the service standards remain the same across all channels so that customer do not have varied experiences in different channels.  Customers have the freedom to use all evaluation channels and are free to switch between them without any loss of information or requirement of repetition/reiteration.

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Omni-channel Customer Experience  For an Omni Channel experience to work seamlessly, all the channels have to work together so that customers get a similar experience everywhere.  Omni-Channel is all about delivering an integrated experience.  Brands across the world make the best use of Omni-channel experience to ensure no misinformation is being communicated, all customer care personnel understand the business objective and speak the same language.  Disney is the best example of a brand which has got the omnichannel components right. From the giant movies to small Disney goodies, everything speaks the same language, visually and delivers the same kind of experience.

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Omni-channel Customer Experience  PayPLUS, the mobile POS company is a company in India managing the Omni channel customer experience effectively.  A user can use payPLUS through mobile or tablet or the website, but the user experience remains exactly the same.  Mahindra Comviva, has worked closely with payPLUS to ensure they get the omnichannel piece right.  Another excellent example of effective usage of omni-channel is Mahindra Comviva’s Mobilytix Suite.

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Omni-channel Customer Experience  It is set to bring a new era in customer value management.  It is a big data driven mobile analytics solution which finds out hidden customer insights to drive revenue growth.  The service is delivered through multiple channel, however, the customer experience remains uniform irrespective of the channel used.

© Copyright Comviva Technologies Limited. 2015

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The Way Forward  Omni-channel is the way forward.  Researchers show that a well-defined omni-channel customer experience management setup achieves 91% higher growth.  Increasing 3.4% on an average in the customer lifetime value, the omni-channel customer experience management programs prove to be more profitable for the service providers.

© Copyright Comviva Technologies Limited. 2015

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Copyright Š 2015: Comviva Technologies Ltd, Registered Office at A-26, Info City, Sector 34, Gurgaon-122001, Haryana, India. All rights about this document are reserved and shall not be , in whole or in part, copied, photocopied, reproduced, translated, or reduced to any manner including but not limited to electronic, mechanical, machine readable ,photographic, optic recording or otherwise without prior consent, in writing, of Comviva Technologies Ltd (the Company). The information in this document is subject to changes without notice. This describes only the product defined in the introduction of this documentation. This document is intended for the use of prospective customers of the Company Products Solutions and or Services for the sole purpose of the transaction for which the document is submitted. No part of it may be reproduced or transmitted in any form or manner whatsoever without the prior written permission of the company. The Customer, who/which assumes full responsibility for using the document appropriately. The Company welcomes customer comments as part of the process of continuous development and improvement. The Company, has made all reasonable efforts to ensure that the information contained in the document are adequate, sufficient and free of material errors and omissions. The Company will, if necessary, explain issues, which may not be covered by the document. However, the Company does not assume any liability of whatsoever nature , for any errors in the document except the responsibility to provide correct information when any such error is brought to company’s knowledge. The Company will not be responsible, in any event, for errors in this document or for any damages, incidental or consequential, including monetary losses that might arise from the use of this document or of the information contained in it. This document and the Products, Solutions and Services it describes are intellectual property of the Company and/or of the respective owners thereof, whether such IPR is registered, registrable, pending for registration, applied for registration or not. The only warranties for the Company Products, Solutions and Services are set forth in the express warranty statements accompanying its products and services. Nothing herein should be construed as constituting an additional warranty. The Company shall not be liable for technical or editorial errors or omissions contained herein. The Company logo is a trademark of the Company. Other products, names, logos mentioned in this document , if any , may be trademarks of their respective owners.

Š Copyright Comviva Technologies Limited. 2015

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© Copyright Comviva Technologies Limited. 2015

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Differentiate Between Omni Channel & Multi Channel Customer Experience.