What's the Best Reason to Go Omnichannel? Customer Demand.

By Lisa Craig - Oct. 11, 2017

There are countless business adages with which we’re all familiar. ‘The customer is always right.’ ‘Focus on your value to the customer, not your competitors’ offerings.’ ‘Establishing a brand = great, consistent product + consistently happy customers.’ ‘People are 4x more likely to buy from a referral.’[1] ‘It takes 5 times more resources to acquire a new customer than to retain an existing one.’[2] And the list goes on…


What these sayings have in common, however, is that: by putting the customer first, the returns will follow. Yet, in a world where supply in most industries exceeds market demand, unique value propositions and differentiators are increasingly scarce. Translation: to the average consumer - even for B2B buyers and within the service economy - everything is a commodity. So, while enterprises capture and distill big data, pursue artificial intelligence (AI) and machine learning, and extend products to the Internet of Things (IoT), the fundamental key to doing good, profitable, sustainable business is anticipation of customer demands.

One area which has caught a lot of businesses behind the curve is their inattention to - or lack of investment in - customer engagement, experience, and service. In competitive marketplaces, industry-leading enterprises cannot afford to rest on their laurels. What customers expect in 2017 is the ability to connect with sales, service, and support via whatever communications channel they prefer, whenever it is convenient for them.

These expectations are why leading contact centers around the world are adding omnichannel solutions to their CRM platforms, empowering frontline agents to service customers in a more informed and efficient way - via live chat, co-browsing, opt-in campaigns, mobile apps, and automated chatbots. Last year, Forrester announced that 72% of businesses said that improving customer experience was their top priority for 2017 while 63% planned to actually invest in technology improvements.[3]

For enterprises utilizing Microsoft Dynamics 365 as their CRM, CaféX Live Assist for Microsoft Dynamics 365 has become the preferred omnichannel customer engagement solution. Here are just three examples of how Live Assist has helped to transform service operations for our customers:

Industry: Consumer Goods

Industry: Manufacturing & Distribution

Industry: Higher Education

These are just a few examples of our customers’ innovative customer engagement applications but, because of the competitive advantage they've achieved using Live Assist, we are not at liberty to reveal their brand names. Hopefully, however, these use cases will get the wheels turning within your enterprise. Meanwhile, on Thu, Oct 12, 2017, CaféX will present other success stories at the D365UG / CRMUG in Nashville, TN so please join our sessions if attending.

Otherwise, if you want to expand customer engagement with omnichannel capabilities via Microsoft Dynamics right now, please visit liveassistfor365.com, schedule a demo or just start a free trial through the AppSource.