21 Jul Create better conversations with Nautilus Talk
It was in 2010 when Omnichannel marketing started to gain a level of prominence. Supposedly due to the rise of social media platforms and a firmer adoption of mobile internet connectivity, the omnichannel rose from being a niche topic to something of a buzzword in the marketing world. In a 2013 article published by Hufflington Post, they even credit the popularity of smartphones as the sole reason why the omnichannel revolution started.
What is an Omnichannel?
What is an omnichannel? An omnichannel is an approach to unifying all customer service channels in one place. This allows your team to compile all the necessary conversations to make one cohesive story. The benefits of this also goes beyond simplifying customer interactions for your team, but also for helping build a better and clearer customer journey.
Here we are in 2022, two years into the Covid-19 Pandemic, and the world has taken their conversations to the cloud. With all the restrictions that were set in place, people turned to the internet for their needs, everything from retail orders to medical inquiries. The Omnichannel Revolution continues to thrive and companies are forced to adapt.
JC Penney and the failure of late adaption
There’s an interesting case study about that happened to J.C. Penney in 2011–2013 when they chose to separate their different marketing platforms. In their refusal to merge their in-store and online strategies, they suffered a 32% decrease in sales. Upon realizing this mistake, they opted for an omnichannel approach which then resulted to a 6–26% increase in e-commerce and overall sales shortly after the start of the fiscal year 2014.
According to this Business Insider article, “Even before coronavirus, competitors like Macy’s and Kohl’s have reported similar sales slumps, JCPenney had been hit particularly hard by nearly a decade of declining foot traffic and a failure to compete with e-commerce juggernauts like Amazon and Walmart.” As of 2020, JC Penney has filed for Chapter 11 bankruptcy after failing to make profit since 2014.
What did we learn here? A refusal to adapt to trends in the marketplace can definitely hit you where it hurts. Though in the case of J.C. Penney, their decline was long coming and their late adoption to an omnichannel approach failed to revive their failing operation.
What is Nautilus Talk?
As a telephony company, we envision a connected world that is stable, consistent, and reliable. That is why we partnered with Zendesk, the leading customer relationship management (CRM) company in the industry. We have fully integrated our cloud calling capabilities with their extensive CRM ticketing feature to better assist clients who have need for them.
Nautilus Talk is an omnichannel solution that integrates all the tools that make a CRM platform worth it, and supercharging it with Nautilus’ cloud phone capabilities. What this does is simplify the process of understanding a customer’s particular journey.
For example: when a customer reaches out using live chat, this interaction is recorded on Nautilus Talk. The next time they contact us, all their previous interactions and their customer profile is automatically pulled up. This lets the next agent pick up where the last one left off. It’s a seamless transition that lends to a more intimate and personalized customer experience.
Who is it for?
Our Nautilus Talk integration with Zendesk was designed for businesses of all sizes to fully leverage the powers of cloud telephony and CRM. Whether you’re a start-up or a growing business, our software is designed to allow you to enhance your communication channels and to equate this growth with the growth of your client base.
The benefits of Nautilus Talk
You get the ability to make and receive phone calls using our Cloud PBX, as well as our suite of features including IVR, call waiting, call forwarding, call recording, and many more.
On top of all that, you are also working with the best CRM tool in the market today. Zendesk allows your team to work on tickets/cases together using as many channels as possible. This increases your team’s productivity and their chance of quickly resolving as many tickets as possible.
With our detailed reporting features, you are also empowered to fully understand your customer’s needs and history of assistance. It includes everything from their initial contact and traces it up to its most recent interaction, creating a profile for them for future use.
As the goal with every customer interaction always remains to be that of granting customer success, having all the tools that Nautilus has to offer sets you up to achieve that and more!
The Omnichannel Approach in 2022
A quick look at AnswerThePublic will show you 65 result variations with the word “Omnichannel.” At this point it is more than just a buzzword, but more of an industry norm.
E-commerce in the year 2022 looks a lot different than it did back in 2010, that’s for sure. The trends we have now call for a different customer experience, one that’s based on a more social aspect — something more personable and personalized.
According to this Shopify article: “Personalization has always been important to online retail. Successful programs have proven to lift revenue by up to 20 percent, reduce cart abandonment, and increase customer satisfaction.”
With Nautilus Talk, you get to compile all conversations with your clients in one handy place while telling a more cohesive story at the same time. When you have all relative information available in one simple software, you get to have better conversations and make deeper, more fulfilling connections.
This, aside from all the CRM and cloud calling tools that you get, is arguably the best benefit of using our software.
The Call Journey