Using Omni Channel to Manage Demand and Meet Customer Needs

While 78% of companies now have a dedicated social media team, only 26% integrate social media fully into their business strategies. As 93% of shoppers’ buying decisions are infl uenced by social media and 90% trust peer recommendations, only 14% trust advertisements.

In this presentation from Contact Centre Week Australia 2016, Sean O’Malley, Director of Contact Centre and Operations, AMP Financial Services, explores how you can formulate the best strategies in utilising social media to better understand the needs of your customer, including:

Understanding that customers seek information on the internet but still have to call in for more information
Embracing social media, changing the channels customers use to contact us, implementing click to chat
Identifying why customers call or drop in to help decrease call volumes and increase internet traffic

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