Omnichannel CX–a must for e-commerce companies

Teleperformance - 03.14.2018

“If you’re competitor-focused, you have to wait until there is a competitor doing something. Being customer-focused allows you to be more pioneering.” – Jeff Bezos, CEO of Amazon

Today’s customers expect the highest level of service and quality. They insist on the best experience that facilitates their purchase and service needs. To meet these ever-increasing expectations, businesses need to have a seamless customer experience which perfectly integrates digital, social, mobile and other mediums.

Taking the e-commerce case, in 2017, an estimated 1.66 billion people worldwide purchase goods online – according to a Statista report and numbers look upbeat in the coming future. In this scenario, a unified and personalized experience is a must for e-commerce companies to build sales and customer loyalty.

One of our findings from the Teleperformance CX lab survey show that with ever increasing demands on mobile technology, ensuring security, reinforcing trustworthiness and reliability will be important for e-commerce  companies that seek to distinguish themselves in this market and build brand loyalty. And while brand attributes are significant determinants of loyalty, customer service is an important factor too.

Omnichannel CX – a must for e-commerce companies

Though, a lot of e-commerce companies are progressively present on and aligned a multi-channel strategy, they often miss the linkage to an omnichannel customer experience which is essential in creating a unified experience where interactions flow seamlessly from one channel to the next for example voice to a live chat to a social media comment or a thread on Quora.

An omnichannel approach is the right answer to manage these needs as it presents a synchronous view of a customer’s interactions with a brand using multiple channels and manages the customer lifecycle successfully enough to deliver a tailored, contextual experience each time.

Creating a successful Omnichannel CX for e-commerce

There are 3 things that require attention – People, Technology and Process.


Transformation isn’t just about technology or innovation: It’s about how people are changing and how organizations need to make investments to become more human to this new generation of customers and employees known as Millennials.

As the worldwide leaders in Outsourced Omnichannel Customer Experience, we at Teleperformance have not merely deployed technology for growth but to enable our people to accomplish more with its use and deliver an exceptional omnichannel customer experience. For instance, our optimized solution for one of our e-commerce clients include:

  • Technology solution to provide a 360 degree view of the customer, thereby providing high CX
  • Technology-enabled training programs, extracting Top Call Drivers for all platforms to improve speed of resolution
  • Linking Front office and Back office into One Office using technology, reducing customer effort and increasing customer satisfaction scores
  • Introducing human-assisted Bots to keep, providing huge cost savings and adding tenants of an Omnichannel experience

We ensure that our people are aligned to the company’s culture of providing a great omnichannel customer experience, as no technology can solve the businesses’ or customer’ problems if cultural barriers remain.

 The omnichannel CX race is on: Embrace the change and win!

The right partnerships are increasingly important in today’s world and Teleperformance is helping large e-commerce companies fulfill their customer support needs. Contact us to build a customized omnichannel strategy for your business.

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Contributor: Neha Sethi @nehacsethi

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