The ability to offer exceptional customer service through multiple communication channels has moved from being a “nice to have” to a necessity, and that is why omnichannel strategies are the kings of these times. In this sense, and as everything changes at dizzying speed, the channels that you integrate into your omnichannel strategy may also vary. In this article we will explore how to successfully integrate a new communication channel (assuming you already have an omnichannel contact center software), and how this can take the customer experience to the next level.
The power of the omnichannel strategy in the contact center
Before we dive into integrating a new channel, it’s vital to understand the importance of an omnichannel strategy. It involves providing a consistent and fluid customer experience through all communication channels, whether chat, email, social networks, instant messaging or phone calls. By offering a consistent experience across all of these channels, you are more likely to create a positive, lasting impression in the customer’s mind.
For everything to work harmoniously, the key is mobile. This means that everything has to be optimized for mobile, even more than for desktop (depending on your business). Considering the time we spend every day in front of our phones (which is a lot), it is most likely that your customer wants to contact you from this device. Make sure your website works well, that it clearly communicates which contact channels are available, optimize the frequently asked questions section, etc.

Step by step for the integration of a new channel in your contact center
Step 1: Research and selection of the new channel
Before integrating a new communication channel, it is vital to research and understand where to find your target audience. Do they actively use social networks? Do they prefer live chat to resolve their queries? The choice of the channel should be based on the habits and preferences of your audience.
Step 2: Choosing the right contact center software
The next step is to choose contact center software that allows you to effectively manage the new channel. Look for a solution that offers a centralized platform to manage all customer interactions. Features like intelligent routing, interaction history, and data analytics are critical to providing exceptional service. Check out EVOLUTION, it has everything you need.
Step 3: Staff training
Incorporating a new channel means making sure your team is trained to handle it effectively. Provide detailed training on how to use it, functionalities, vocabulary, how to address customer queries and how it fits with other channels, to maintain consistency.
Step 4: Consistency in customer experience
The key to a successful omnichannel strategy is consistency. Make sure the information provided is consistent across all channels. Avoid confusion and provide a seamless customer experience, regardless of which channel they choose. The tone may vary slightly from one communication channel to another, in case you have identified different profiles of people who use each channel.
Step 5: Monitoring and continuous improvement
Even once the new channel is up and running, the work is not finished yes. Use your contact center software’s data analysis and metrics tools to track new channel performance. Measure metrics such as response time, customer satisfaction, and first contact resolution. Use this data to make continuous improvements and optimize the customer experience.
The power of Instagram in the contact center
A platform that has gained great popularity in recent years is Instagram. It has evolved from being an image platform to becoming a crucial communication channel for companies. It is a space where brands can connect with their audience in a visual and attractive way, generating conversation and engagement. Incorporating Instagram into your omnichannel strategy gives you the opportunity to:
Humanize the brand: Share behind-the-scenes images and videos, stories from the people on the team, and authentic content that makes your brand closer and more accessible.
Build community: Instagram allows you to interact directly with your followers through comments, direct messages and surveys, building a loyal community around your brand.
Visualize your products/services: Showing your products or services in action through images and videos can influence your customers’ purchasing decisions.
Offer support: Using Instagram to provide customer support can streamline responses to frequently asked questions and resolve issues quickly and effectively.

Steps to successfully integrate Instagram into your contact center
Promote your channel: Announce on your other communication channels, such as your website, emails, and other social networks, that you are now active on Instagram so your customers know where to find you.
Establish Customer Service Guidelines: Define how you will respond to comments and direct messages on Instagram. Establish response times and a communication tone consistent with your brand.
Offer personalized support: Use direct messages to provide personalized assistance. You can solve problems, answer questions, and provide additional information privately.
Monitor and Analyze: Use Instagram analytics tools to track the performance of your posts and customer engagement. Adjust your strategy according to the results obtained.
Conclusion
Integrating a new communication channel into your omnichannel strategy thanks to contact center software is a fundamental step to improve the customer experience and stay competitive in today’s market. By doing your research, selecting the right software, training staff, and maintaining consistency, you can ensure that every customer interaction is exceptional no matter which channel they choose. Remember that the key is adaptability and constant improvement based on the data collected.
If you want to learn more about EVOLUTION and how it can improve your contact center operations, let’s talk!
