OneChat has been recognized by APAC CIOOutlook Magazine as the recipient of “,” based on our proprietary methodology, reflecting its position in the industry. This profile has been developed by the APAC CIOOutlook research and editorial team based on insights from an interview with Graeme Sala .

OneChat
Demystifying Customer Experience through Omnichannel Solution

Graeme Sala , Head of Advisory Board

Customers always appreciate having a connected experience. They want companies to know them, communicate with them in their channel of choice, and endow them with a personalized experience. However, it is important for companies to drive effortless customer care by identifying and removing inefficiencies in the systems. “Omnichannel approach for superior customer experience,” this is what Australia-based company OneChat brings into the CEM space. Understanding the client's priority and expectations, OneChat started its journey towards a better customer experience management. The Advisory Board of OneChat came together to identify the challenges involved in the CEM and deliver an improved CEM and customer engagement— leveraging their 150 more years of expertise.

Addressing their clients’ specific needs and requirements, OneChat ensures that customers gain an experience at every touch point and provide Omnichannel solutions. The OmniChannel solutions allow customers with a lot of choices to communicate. Click to chat, voice mails, SMS, social, and video chat are some of the Omni channel capabilities that OneChat offers. The Omnichannel approach reduces head counts, cost, and delivers customer satisfaction and experience.

OneChat help organizations acquire new customers through its inbound and outbound telemarketing campaigns. The marketing campaigns boost the sales thereby increasing customer engagement and generating ROI.

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.