OneDirect - Helping Brands Improve Multichannel Customer Experience

CIO Vendor With the proliferation of smartphones in India, people are increasingly using their mobiles to go online which has made the customers more connected to brands. Customers are connecting with brands on the go through the channel of their choice (social media, e-mail, in-app etc.). The amount of data around a brand on the internet has exploded which has made it necessary for brands to track their social presence. This is where OneDirect comes into picture; it addresses the problem of multichannel customer experience with OneDirect service cloud and helps the brands extract business changing insights from the heap of unstructured data with OneDirect Marketing Cloud. “We see this mobile age of hyper-connectivity as an opportunity for brands to get more insights from the customers directly that is why we have the OneDirect feedback cloud which captures omni channel feedback with a focus to hardwire customers into every decision,” explains Vishrut Chalsani Co-founder, OneDirect.

Executives realize the value of providing a holistic view of the customer, and thus a seamless customer service experience across channels. OneDirect’s products are specifically created to resolve the challenge of omnichannel mapping while providing one single view of the customer; as according to OneDirect, taking inputs from multiple channels and integrating them into one window for customer interaction is essential for brands. “OneDirect Service Cloud manages online customer conversations and OneDirect Marketing Cloud listens and analyses all conversation around the brand on the public web. The pain point of not having a single holistic customer view is effectively solved by the OneDirect Fusion cloud.
It collates all the data about the customer from all the internal and external sources to felicitate a 360 view of a customer. This data then can be analysed to understand and predict behavior with our in-built models,” states Vishrut.

OneDirect’s products are specifically created to resolve the challenge of omnichannel mapping while providing one single view of the customer

OneDirect is a CEM platform which has enabled brands like Indian Railways, HDFC, Kotak, Dominos, Makemytrip, etc. to listen, analyze, collect feedback and respond to customer conversations across all digital touchpoints. A move to true omnichannel strategies and solutions that enable consistency across channels for the customer and a seamless view of the customer’s journey with the enterprise is critical. “At OneDirect we do not see ourselves as just technology providers we see ourselves as business consultants who help the brand achieve the best when it comes to customer experience management. We have been the frontrunners in terms of cloud adoption. We are a completely cloud based SaaS platform built for large enterprises with a clear focus on scalability and reliability,” elaborates Vishrut.

OneDirect has aligned its future plans according to the following trends; automation around query and complaint handling, focus on external data for better segmentation by making cohorting a key differentiator and helping Enterprises in leveraging platforms like WhatsApp, IoT and Snapchat. According to Vishrut, “Customer experience will be the key differentiator in competitive markets. OneDirect has been working towards building platforms and solutions for the future enterprise.”