OneChat: Demystifying Customer Experience through Omnichannel Solution

Enabling a better customer engagement, OneChat has built an R&D lab to design innovations for its clients. “They are not just technology centric, rather actually understands how important customer experience for today's tech savvy ecosystem is, where everything from a new product launch to upgrading the existing ones, all depend on client's feedback,” says Graeme Sala, Head of Advisory Board, OneChat. Depending on the feedback, OneChat trains and educate the customers about their current and future needs and ensures a better customer satisfaction.

As the demand for technology innovations rises, OneChat molds itself accordingly to serve its clients. The firm proved its excellence in innovation when a U.S. based global automotive client was looking forward to establishing their business in the Australian market. The client wanted to build its brand name in automotive diagnostics and internet of things in the market. OneChat designed a website for the client, facilitated them with the lead generation of $7.6 million and 800 new customers. The OneChat team provided the client with logistics, troubleshooting in technical support, and generated revenue. The clients were able to handle inbound and outbound marketing through one consultant.

OneChat maintains uniformity between all of its staffs and clients bringing them under one umbrella. The firm reckons that a balance between work and personal life is significant therefore impels OneChat to be a work place of choice. OneChat yearns to work with organizations with similar ideas and values. Thus, they are very particular to choose their partner as customer management to them does not mean cost centers but profit centers. OneChat believes that every customer deserves a first time, every time approach. “We are there for our customers in the whole journey, and that's the loyalty we give, we want our customers not only for one or two years but to become lifetime partners in the journey of time and beyond,” says Sala.

“We want to grow, look at different regions and markets and see how we can support the Australian market,” adds Sala. He believes there are a lot of opportunities in artificial intelligence and video chat. In the near future, the company looks forward to integrating voice and inbound capabilities around artificial intelligence. Considering video chat as an emerging mode of communication, OneChat looks deeply into the new market and puts a lot of emphasis and innovation around video chat. Also, the firm has a major focus on IVR to build customer contact channels and enhance the customer experience.