Thanks to omnichannel technology, WESP’s call center agents are now able to monitor multiple communication platforms for several different accounts simultaneously. Under this system, whether you receive a call, Facebook message, or website chat request, agents monitor and respond to customers’ comments and questions in real-time. Better yet, the interaction between all of your communication channels is seamless, so agents don’t have to move back and forth between various browsers and log-ins. Instead, all of your accounts are synchronized in one location, which makes responding on all communication channels, fast and easy.

Touchpoints (calls, texts, chats, messages, etc.) are answered in the order in which they are received, so your potential and existing clients receive the most timely service possible. One of the best ways to build new customer relationships is to communicate with potential clients when they are actively looking for you! If your response takes ten minutes, an hour, or even a day or two, that individual has likely moved on to other parts of their day, and may have already found a competitor that responded before you were able.

Shared environment solutions work to integrate all of your communication channels, so that your audience gets the same level of service across all platforms. Through omnichannel technology, WESP Communications can deliver the quality of service that you would expect from multi-national corporations, all while charging you a fraction of the price. The difference is that the shared environment is much more affordable than the standard dedicated agent option. In a dedicated environment, clients are charged an hourly rate for a single agent or as many are needed. The agent is ‘dedicated’ or entirely focused on that single account, so whether messages or calls are coming in or not, the client is charged for the agent’s time.

In a shared environment, agents work in a team, so several agents are monitoring a number of different accounts simultaneously. Since agents work as a team, your account is only charged for the time the agents are actually answering calls, texts, emails, or online platform messages. This is a great solution for any organization that wants high-quality integration and a strong customer service strategy, without the big price tag of having dedicated operators or a full-time employee monitoring their communication channels.

Lastly, omnichannel technology has made the shared environment extremely customizable. If your organization has periods of extremely high customer engagement, a hybrid option may be a solution. In such a scenario, dedicated agents could monitor your communication channels during the periods of highest volume, and switch to a shared environment during slower periods. The flexibility and cost-savings of shared environment call center services avoids the additional cost of hiring personnel while maintaining superior customer service and engagement. If you would like to learn more about how WESP can develop a customized solution for your organization contact us here.

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