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"A Personal Encounter with the Power of Omni-Channel Chat Systems"

Updated: Apr 26


It's not often that you come across a personal experience that provides insights into things you discuss with your customers. I had a unique experience that I felt I should share.


After planning my winter vacation, I wanted to purchase travel insurance from a major insurance provider in India. I entered all the required information to receive a quote, but I encountered a problem when trying to make a payment. I couldn't figure out why I was unable to proceed to the next screen or what I was missing.


Under normal circumstances, I would have switched to a competing website and completed my purchase. However, in this case, I received a pop-up on my screen with an agent available to chat with me. After providing my contact details, I received a call on my phone from the agent who helped me complete my purchase. The agent was able to see my screen and guided me through the payment process successfully.


The entire experience was incredibly refreshing. Not only was I able to speak with someone, but they were also able to view my screen and guide me through any issues I encountered. As a result, the insurance provider was able to successfully convert what would have been an abandoned cart into a sale.


Digital transformation for customer-centric applications for me is all about engaging better with customers.  This engagement becomes very relevant when we deal with slightly complex products such as insurance quotes and credit lending applications where a customer typically will need more help in purchasing a normal e-commerce storefront.


Nowadays, most customer-facing websites offer a chat option. However, this type of chat system may not provide customers with the same level of service as an Omni-channel system would. An Omni-channel chat system is one where agents can engage with customers through various channels such as phone, email, chat or web. This method provides a seamless experience for prospective customers. For chat systems to be effective, they need to have the ability to track the user's activity, provide information on whether the customer is new or existing and give details of previous purchases. Additionally, agents need to prioritize which leads to focus on and which ones can wait. Providing this information to agents at the backend is crucial for turning promising leads into revenue-generating customers.


At Nubis, we are experts in working with Salesforce Einstein Chatbot and have assisted many customers in implementing Omni-channel chat systems. These systems have proven to be effective in boosting online revenues and enhancing customer experience. If you would like to learn more about chatbots and how they can help you increase your online revenues, don't hesitate to reach out to us!


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