All blog articles

What is Omni-Service?

January 4, 2021
What is Omni-Service?

A lot has been discussed about an omnichannel service strategy, which organizations should adopt for seamless sales and services experience. This proven strategy can become a part of an operational change, too, shifting customers to digital channels and tools - and away from less desirable and more erratic human interactions alone. With this switch, your organization can  improve high-efficiency operations and elevate customer service.

Omni-Service is a strategy focusing on human interaction thru various digital channels enabling the service agent, salesperson, and managers, to deliver outstanding customer experience in a straightforward way.  

So, what is unique about the Omni-Service operational focus on human interaction?  

The current focus is on fast digital transformation, new communication opportunities, enhanced mobile usage, and the upcoming 5G that will reshape the technology. But at the core of many organizations, human interaction is the face-to-face channel. Omni-Service is built to seamlessly connect human interaction across different channels, integrating physical visits with digital face-to-face interactions.

Will an organization need to change operations, dedicate new resources, or create special teams for specific digital channels?

Definitely not! The whole methodology of Omni-Service is to enable our service provider with new channels to be consumed by customers, utilizing the same organizational resource in a new way, and most importantly, keep the human interaction as a vital part of customer experience.

What are the key ingredients to Omni-Service?

The two key ingredients are user experience and customer expectations:

  • User Experience: Keeping human interaction does not mean inefficient operations. With the right UX, our service providers can have a seamless experience no matter which channel is selected by the customer or the organization. The optimal path has one queue for a user or a team – by pressing “Next,” the subsequent interaction is prompted, ready with the next customer.
  • Customer expectations: Connecting with your customers leads them in their journey to a positive Omni-Service experience. This translates their needs into actionable customer choices, ensuring the connection is always on until the service is completed. If your organization is already providing customers with scheduling options, allow the customer to choose their meeting channel, perhaps a favorite channel app which may be already installed on their mobile. For example, allow them to select a meeting with the video channel’s service agent using Zoom or MS Teams.

Where would Omni-Service be used best?  

  • Financial services - branches and investment departments: Provide in-branch or roaming financial agents with advanced customer communications capabilities.  
  • Healthcare providers and hospitals: Outpatient clinics and day-care departments provide care to patients with the same staff and availability but in a whole new way.
  • Government and local municipalities services: Enable civil service anywhere - faster, coordinated, and integrated.
  • Telco services: Make in-store services matter. The store is an excellent real estate for brand awareness, innovation, and new products; however, store marketing and sales value is declining. With Omni-Service, in-store services can become a sales and service local community routing local customers to local sales and service teams, promoting customer loyalty and sales.
  • Pharmacy services: With less in-store traffic, add value by transitioning pharmacy services to Omni-Service. This will create new ways to engage with frequent and new customers by boosting high-value product sales, benefiting from physical interaction, and creating loyalty through face-to-face digital channels.

We help streamline your physical & digital customer journey

Request a demo
Request Demo

You may like these articles too

The Role of Hybrid Agents in Modern Banking
June 6, 2024

The Role of Hybrid Agents in Modern Banking

In today’s fast-paced world, customer service excellence is paramount, especially in the banking sector. Customers demand quick, efficient, and personalized service across multiple channels. Hybrid agents on the Q-Flow platform are revolutionizing how banks and other industries manage customer interactions.
Modernizing University Services: Optimizing Student Experiences with Appointment Scheduling and Queue Management Systems
April 12, 2024

Modernizing University Services: Optimizing Student Experiences with Appointment Scheduling and Queue Management Systems

Explore how Q-Flow transforms university operations by seamlessly integrating virtual and in-campus services. With our comprehensive solution, universities can optimize appointment scheduling, queue management, and data analytics for a versatile student experience that combines digital convenience with personalized service.
How to Make Multiple Hybrid Banking Branches Operate as One
April 1, 2024

How to Make Multiple Hybrid Banking Branches Operate as One

In the dynamic world of banking, financial institutions are constantly seeking innovative solutions like Q-Flow and Cubu. in this article we will be presenting a dynamic approach to banking that meets the diverse needs of modern customers.
The Importance of Choosing the Best Online Booking Software in 2024 for Enhanced Efficiency
March 7, 2024

The Importance of Choosing the Best Online Booking Software in 2024 for Enhanced Efficiency

How do you know which one will best suit your needs? What features should you look for? This article cuts through the noise, offering advice to help you find an easy-to-use, efficient scheduler. Discover the unique attributes that make Q-Flow® stand out in a crowded marketplace and how it can bring unparalleled efficiency to your operation.
Revolutionizing Credit Unions: Accelerating Digital Transformation with a Human Touch
November 29, 2023

Revolutionizing Credit Unions: Accelerating Digital Transformation with a Human Touch

Explore the untapped potential for Credit Unions in the digital age. Learn how closing the gap in advanced banking products presents a unique opportunity to scale services through digital channels.
Revolutionizing Student Services with Queue Management and Appointment Booking Software
August 31, 2023

Revolutionizing Student Services with Queue Management and Appointment Booking Software

The student experience in colleges and universities extends beyond just the classroom. Whether it's waiting for a consultation with an academic advisor, registering for courses, or seeking financial help, students often find themselves navigating through a maze of queues and waits.
Q-Flow: The Robust Solution for Appointment Scheduling and Queue Management
July 31, 2023

Q-Flow: The Robust Solution for Appointment Scheduling and Queue Management

Q-Flow is a powerful solution for appointment scheduling and queue management, designed with the robustness, scalability, and security needed for large-scale deployments. It has been successfully deployed in vast enterprises, demonstrating its ability to handle massive demand while delivering superior customer experiences.
Harnessing the Power of Customer Feedback with Cubu
July 24, 2023

Harnessing the Power of Customer Feedback with Cubu

In the ever-evolving landscape of business, one truth remains constant: feedback is the cornerstone of growth. It's the pulse that drives innovation, shapes decisions, and propels businesses forward.
Elevate Your Retail Experience: Say Hello to Video Calls on Your Website
May 15, 2023

Elevate Your Retail Experience: Say Hello to Video Calls on Your Website

Providing exceptional customer experience is paramount to success. Our latest innovation, embedded video calls, revolutionizes customer engagement by seamlessly integrating video calls into your website, unlocking a range of powerful advantages for retailers.