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The latest trends of Omni-Digital Customer Care

Ring Central Blog

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Dimelo attended the Stratégie Clients Trade Fair which is a major meet-up for customer care in France. During the event, Relation Client Magazine selected 7 innovations for customer care. Dimelo’s solution, which helps centralize on a single platform the entirety of customer care touch points, is featured number 1 in their selection !

Julien Rio, Head of Marketing at Dimelo, was interviewed by Relation Client Magazine where he explained how our solution helps businesses manage their omni-digital customer care. He also gave an overview of the biggest trends of the trade fair such as the growth of messaging and the use of chatbots.

Among the main trends, we can remember:

  • The importance of regrouping your omni-digital customer care channels to meet consumers’ expectations and bring them the same level of customer service across all your touch points. This means opting for an omni-digital strategy for your Customer Care.
  • The rapid growth of messaging and GAFA’s upcoming launches of messaging channels (WhatsApp for Business, Apple Business Chat, Amazon Anytime).
  • Using chatbots and developing more and more microbots, specialized in very small scopes of action. These should be used in collaboration with human agents to maintain high levels of customer satisfaction.
  • The necessity of relying on an open platform to interconnect all your customer care tools (CRM, voice solution, chatbots, etc…), that gives you a 360° view of your customer. Interconnecting your tools will help you achieve better circulation of data, which in turn will help you give your customers the best experience.

This edition of the Stratégie Clients trade faire has therefore confirmed the importance of developing an omni-digital strategy. Businesses are realizing the importance of being present on channels adapted to their customers’ habits and provide an equal level of customer care across all these touch points. New strategies such as viewing a customer in a 360° perspective and using chatbots in collaboration with human agents, will help you attain that goal.

In case you missed the conference, you will soon be able to view it in its entirety on our blog. We will also share the vidéo of our workshop with Recast.ai, during which we presented the key points of an efficient human-machine collaboration for omni-digital customer care.

Originally published May 31, 2018, updated Sep 24, 2021

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