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Omnichannel 
Customer Service 
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FMCG 
Retail 
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For operations team 
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91%
higher year-over-year customer retention rates
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The number one cloud-based Omnichannel software in Indonesia to improve your business growth
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Features
Unify your channels and elevate customer experience with omnichannel software
Optimize customer engagement with our versatile omnichannel software – streamline interactions across all platforms seamlessly
- 24/7 AI-driven customer service to answer all customers queries any time
- Enhance experience with personalized messages on all channels
- Seamless support with unlimited devices and multiple agents
- Automated support with auto-assign inquiries to specific agents
The next era of customer engagement right on your hand with omnichannel software
64%
improvement in customer satisfaction
3.5x
higher customer lifetime value in their business
Mekari Qontak omnichannel solutions to meet all of your customer engagement needs
Enable end-to-end conversational marketing, sales, and support experiences on all channels by designing and deploying use cases through a unified platform
Seamless experience for better customer satisfaction
- Ensures consistent interactions across channels providing a seamless experience
- Efficiently handle inquiries and responses, leading to faster issue resolution
- Respond to customers in real-time, fostering meaningful engagements
Consistently reach a broader & wider audience in one click
- Tailor interactions based on customer behavior, preferences, and past interactions
- Streamlines lead nurturing processes, guiding prospects through the sales funnel
- Gain insights into customer behavior and campaign performance
Accurately measure the return on investment (ROI)
- Enabling data-driven decisions for continuous improvement
- Provide a comprehensive view of customer interactions across all channels
- Identify pain points and enhance the overall customer experience
Comprehensive workflows for efficient issue resolution
- Allows smooth escalation of complex issues to specialized agents
- Handle customer inquiries and issues efficiently, reducing response times
- Create automation for customers inquiries directing them to specific agents
Ensuring customers data is synchronized across all channels in real-time
- Enabling quicker issue resolution and improved customer satisfaction
- Access customer history and preferences, ensuring personalized and consistent interactions
- Centralizes customer data, providing a complete view of interactions across channels
What is an omnichannel?
Omnichannel is a marketing practice of using multiple media channels to communicate with customers and prospects, which are integrated to create a unified experience for the customer across the board through a single platform.
Meanwhile, omnichannel commerce software is a tool that helps businesses manage customer interactions in one place, making it easier to provide consistent and helpful support to customers wherever they reach out.
What is the benefit of using omnichannel software?
- Automatic responses: customer requests will be answered automatically across all channels using omnichannel software.
- Increase conversions: gain a deeper understanding of customers to increase sales conversion rates.
- Boost productivity: features of omnichannel software help teams work more efficiently.
- Centralize Data: omnichannel software centralizes all customer interactions across multiple channels into one unified database.
Meet your customers any where they like in one platform
Understanding the difference between omnichannel vs multichannel
CategoryOmnichannelMultichannel- Focus
Customer-centric, involves using all available media channelsProduct or service-centric, uses more than one channel- Data & Integration
Data is shared and integrated across channels seamlesslyData may be siloed or separate by channel and operate independently- Communication & Flexibelity
Customer-centric and personalized, allows customers to switch channels easilyMay not be personalized or coordinated, customers may need to adapt to each channelTrusted by 35,000+ business worldwide of all sizes
With Qontak we can provide information quickly for incoming inquiries related to our programs.“
Qontak chatbot really helps our team in answering common questions, it can reduce our fatigue in answering questions outside of operating hours. So that our service is always on 24/7.”
By using Qontak’s multiple WhatsApp agents, we can solve and help Selleri users if they have problems or questions, without the need to increase costs at manpower.”
What is an omnichannel software?
An omnichannel software is a tool that helps businesses manage customer interactions across different channels like social media, email, and messaging apps. It puts everything in one place, making it easier to provide consistent and helpful support to customers wherever they reach out.
One of the best omnichannel software is Mekari Qontak. It lets businesses handle customer inquiries from various channels in a unified way. With Mekari Qontak’s omnichannel, businesses can offer seamless support and deliver a consistent customer experience, regardless of their communication channel.
What is the best omnichannel software?
1. Mekari Qontak
Mekari Qontak offers Omnichannel software that is integrated with CRM software. This integration makes it easier for you to manage customer interactions, thereby driving business growth. Omnichannel helps business to integrate all business application within one pipeline management timeline.
Key features: Customization, integration of various communication channels, ticketing system, automated saving of contacts & conversation history, autoresponders, comprehensive reports, fedicated Support and more.
Developer: PT Qontak Tumbuh Makmur
Website: https://qontak.com/
2. SAP Hybris
SAP Hybris provides an omnichannel marketplace with a Model Driven Architecture (MDA). This software is oriented towards data integration between SAP Hybris systems and other external data storage systems.
Key Features: SAP Commerce Cloud, SAP Customer Data Platform, Sales Solutions cloud, Service solutions and SAP Marketing Cloud.
Developer: SAP Companny
Website: https://www.sap.com/
3. Pipedrive
Pipedrive provides Omnichannel software to enhance customer service relationships. You can integrate this application with various other platforms.
Key Features: Leads Management, Communication Tracking, automation system, Reporting and business insights.
Developer: Pipedrive
Website: https://www.pipedrive.com/
4. Fynd
Fynd is an omnichannel software provider from India. This application is able to encourage retail businesses to develop their business.
Key Features: Reports and Analytics, Brand Website Integration, mPOS, Fynd Store and Uniket
Developer: Fynd (Internet Retail)
Website: https://www.fynd.com/
5. Vend
Vend offers Omnichannel software, which has a minimalistic interface and can be customized by the user. It also has a bar scan integrated with the rest of the system.
Main Features: Loyalty Program, Inventory Management, Employee Management, Reporting, and E-commerce Integration.
Developer: Lightspeed Commerce
Website: https://www.vendhq.com/
What is omnichannel marketing?
Omnichannel marketing is a strategy that aims to provide customers with a seamless and consistent experience across all channels, including in-store, online, on social media, in emails, in text messages, and on printed materials.
It’s about meeting customers where they are and providing a good service per their preferences and needs.
How to choose the best omnichannel marketing software?
To pick the best omnichannel marketing software:
- Think about what you need first.
- Look for software that can help you keep track of customer information, send messages on different channels, and measure how well your marketing is doing.
- Check reviews and ask for recommendations from others in your industry to find the right fit for your business.
How does omnichannel work?
Omnichannel works by ensuring all the places where customers connect with your business (like websites, stores, and apps) share information.
So, when a customer does something in one place, it affects what happens in other places. This makes giving customers a personalized and smooth experience easier, no matter how they interact with your business.
How to create an omnichannel strategy?
Creating an omnichannel strategy involves a few key steps:
- Understand Your Customers: Learn what your customers like and how they shop.
- Connect Your Channels: Make sure all the ways you talk to customers work together seamlessly.
- Use Technology: Use tools like automation and AI to make your strategy smarter.
- Teamwork: Get your teams on the same page so they can help customers no matter where they are.
- Map the Customer Journey: Understand how customers move from one step to another in their buying process.
- Use Customer Data: Analyze the information you get from customers to improve their experience.
- Keep Things Consistent: Ensure your brand’s message is the same everywhere.
- Test and Improve: Keep trying new things and improving your strategy.
You can learn more about this omnichannel marketing strategy here.
What are examples of omnichannel?
1. Laukita’s Omnichannel Customer Service
Laukita, a renowned food distributor, harnessed Qontak’s Omnichannel to streamline customer support. Laukita efficiently managed inquiries and complaints across various platforms through a single WhatsApp number. This integrated approach improved response times, enhanced customer satisfaction, and allowed personalized assistance, all achieved through Qontak’s Omnichannel strategy.
Read more about Laukita’s success story here.
2. Selleri’s Efficient Operations with Omnichannel
Selleri, a social commerce platform, utilized Qontak’s Omnichannel to optimize its operations. With a single WhatsApp number, Selleri handled a surge in user queries, providing quick and efficient support. Through centralized customer service and the agent routing feature, Selleri’s team efficiently addressed inquiries, enhancing customer satisfaction and streamlining communication. Qontak’s Omnichannel strategy enabled Selleri to deliver effective services, educate partners, and monitor performance, resulting in increased user engagement and improved response times.
Build the most engaging customer experience with Mekari Qontak
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