The ability to offer a multichannel customer service to be an efficient e-commerce is no longer optional but a strategic necessity. Customers expect quick and consistent responses regardless of the contact channel: email, phone, chat, social media, or messaging apps.
However, many companies struggle to provide a seamless and consistent multichannel customer journey. This is where OneTouch comes in, Hubrise’s solution designed to integrate artificial intelligence and automation within support processes, enhancing the customer experience across all touchpoints.
Multichannel customer journey vs omnichannel
The customer journey in the support process is divided into two approaches: multichannel customer journey and omnichannel customer journey. A multichannel approach allows users to choose between different communication channels but does not necessarily guarantee continuity between channels. For example, a customer may start a conversation via chat and have to repeat the same information if they decide to continue via email or phone. Omnichannel, on the other hand, implies the integration of all channels into a single ecosystem, where information flows seamlessly, enabling fluid and contextualized conversations.
The challenge for many companies is that moving from a traditional multichannel customer service to a truly omnichannel model requires investments in technology, training, and, most importantly, a mindset shift. In this context, Hubrise’s OneTouch service acts as a bridge between multichannel and omnichannel, helping businesses deliver a consistent, personalized, and frictionless experience.
How OneTouch customer service works
OneTouch customer service is Hubrise’s solution designed to simplify the management of multichannel customer service through a single centralized platform. Thanks to OneTouch, entrepreneurs, customer care managers, and marketing managers can integrate all contact channels, from phone and chat to social media and email, within a single digital environment.
At the core of the system is an intuitive dashboard that allows agents to view all customer interactions in real time, regardless of the entry point. This means every conversation can be resumed seamlessly, with immediate access to the customer’s history, preferences, and relevant data. In doing so, OneTouch customer service eliminates the fragmentation typical of traditional multichannel customer service and drastically reduces response times.
Another distinctive feature of OneTouch is its scalability. The platform easily adapts to the needs of companies of various sizes and industries, integrating with existing CRMs and other business tools already in place.
AI and automation in multichannel customer service
One of the strengths of OneTouch is the integration of artificial intelligence and process automation. AI enables automating responses to frequently asked questions, routing requests based on priority or complexity, and supporting human agents with intelligent suggestions. This not only speeds up ticket resolution but also allows more time to be devoted to cases requiring empathy and relational skills.
Automation also plays a key role in maintaining a consistent multichannel customer journey within the OneTouch service. Thanks to intelligent chatbots and automated workflows, customers can receive immediate assistance 24/7, even when agents are unavailable. OneTouch’s AI learns from past interactions, continuously improving the quality of responses and service personalization.
Benefits of an intelligent multichannel customer service
Adopting an multichannel customer service supported by AI and automation offers concrete benefits for companies. The first benefit is increased customer satisfaction: a quick and consistent response, without having to repeat the same information, improves the user experience and strengthens trust in the brand.
Another advantage is operational efficiency; with OneTouch customer service, agents work in a more organized way thanks to tools that reduce errors, downtime, and redundancies. Additionally, analyzing data generated from each interaction allows for monitoring the performance of multichannel customer service, identifying bottlenecks, and continuously optimizing workflows.
Finally, a well-managed multichannel customer journey translates into new opportunities for cross-selling and upselling. Every interaction becomes an opportunity to gather valuable information about customer needs and preferences, supporting targeted marketing strategies.
How to implement OneTouch customer service
To implement OneTouch customer service, it is essential to start with a thorough analysis of the channels currently in use and existing workflows. Hubrise supports companies at every stage: from initial consulting to technical integration and staff training. The goal is to minimize disruption to daily operations and maximize immediate benefits in terms of efficiency and quality of multichannel customer service.
Investing in an advanced multichannel customer journey supported by tools like Hubrise’s OneTouch customer service means not only meeting the increasingly high expectations of customers but also building stronger, longer-lasting relationships. In a context where customer loyalty is increasingly volatile, offering a personalized, fast, and consistent support experience across all channels can truly make a difference.