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How Omnichannel Routing and Translation Solutions Can Improve Your Customer Support Function

Updated: Sep 27, 2023

Omnichannel routing in customer service
Image by Pete Linforth from Pixabay

As a business owner or manager, you know that customer support is crucial to the success of your company. Providing exceptional customer support can help you build customer loyalty, differentiate yourself from the competition, and ultimately drive business success.

One key area that companies can focus on to improve their customer support function is omnichannel routing.

What is Omnichannel Routing?

Omnichannel routing involves designing a system that automatically directs customer inquiries to the most appropriate channel based on the customer's inquiry type, channel preference, and the availability of customer support agents. This could include phone, email, chat, social media, or other channels.

By analysing customer data, companies can identify the most commonly used channels and the types of inquiries that are typically received through each channel. This information can then be used to develop a routing strategy that outlines the channels to be used, the routing rules, and the SLAs for each channel.

Benefits of Omnichannel Routing

With omnichannel routing, incoming customer inquiries can be intelligently distributed to the most suitable agents based on their availability, skills, and workload. This optimisation prevents overburdening certain agents while others remain idle, leading to better resource utilisation and increased productivity.

Implementing a good routing system can help to improve response times, reduce customer effort, increase customer satisfaction, and optimise agent utilisation.

By providing a seamless and personalised support experience, companies can differentiate themselves from the competition, build customer loyalty, and ultimately drive business success.

Translation Solutions for Improved Customer Support

In addition to omnichannel routing, implementing a solution that translates all messages between customers and support agents can take your customer support function to the next level.

By using a translation solution, companies can improve the customer experience by allowing customers to communicate in their preferred language, regardless of the language spoken by the support agent.

When they can communicate in their native language, customers feel valued and understood which enhances their overall satisfaction and loyalty. This helps increase customer satisfaction and improve the overall quality of support provided.

Benefits of Translation Solutions

A translation solution can also help to improve agent productivity by reducing the time and effort required to manually translate messages. This can help to free up agents to focus on more complex inquiries and provide a more personalised level of support to customers.

It enables any support agent to serve any customer at any time and simultaneously handle multiple cases in different languages, considerably lowering agent downtime.

When language barriers are removed, businesses can handle a higher volume of customer inquiries more efficiently while providing consistent and prompt responses.


Overall, implementing an omnichannel routing system and Fluentic’s translation solution can be a valuable addition to any company's customer support function. By providing a seamless and personalised support experience, companies can differentiate themselves from the competition, build customer loyalty, and ultimately drive business success.

If you're looking to improve your customer support function, consider implementing Fluentic today.

Read more about Fluentic solution and see it in action.

Or email us at to hear more.

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