In today’s interconnected world, customers expect brands to meet them wherever they are—online through chat, email, or social media, or in person at a store or branch. However, the real key to a great customer experience is connecting in-person moments with digital interactions to create a smooth, connected journey. interaction channel — from social, messaging, and video to calls, visits, and POS — into a unified end-to-end journey
What Is the In-Person Channel in RADIUS?
The In-Person Channel in RADIUS captures and records customer interactions that happen in physical locations such as branch visits, store walk-ins, kiosks, or appointment check-ins and integrates them into the same unified journey as calls, chats, emails, video, and social interactions. These moments are captured and added to the same customer journey alongside calls, chats, emails, videos, and social interactions. By doing this, brands can offer consistent, personalized support before, during, and after each visit.
How RADIUS Helps Unite the Physical and Digital Experience
RADIUS, an AI-powered omnichannel interaction system, preserves context across all customer touchpoints. With RADIUS, the in-person channel becomes a fully orchestrated part of the omnichannel experience.
1. Unified Customer Profile
RADIUS gives agents a complete picture of every customer, including their past and current interactions across chat, phone, email, social, video, and crucially, physical visits. This means customers don’t have to repeat their story, and agents can see the full history right away.
2. Context Retention
When customers transition from online to in-person or vice versa, RADIUS keeps track of the conversation, making every interaction feel smooth and personalized.
3. Intelligent Routing & Reporting
RADIUS offers real-time reports and smart tools that help track every service outcome, whether it’s at a branch or online. This information is available for analysis and improvement.
4. Integration and Scalability
RADIUS supports enterprise-grade integration with existing POS, kiosks, etc., and data sources, adapting to any scale while maintaining uptime and compliance.
Why RADIUS Stands Out: Stitching the Journey Together
With RADIUS, every customer journey is seamlessly connected into a single timeline, with full context preserved at every touchpoint. Let us see an example:
- 1. Awareness: A customer first discovers a product online.
- 2. Consideration: They visit the company website and submit a query through a form.
- 3. Decision: They go to a physical store to make a purchase.
- 4. Retention: If they need help later, they can contact support via call, chat, email, or video.
- 5. Advocacy: Finally, they share their experience or leave a review online.
Enterprises have actionable insights that can fuel cross-sell and upsell opportunities in the future.
Conclusion
With the addition of the In-Person Channel, RADIUS is redefining omnichannel as “total experience.” Customers don’t separate their physical and digital touchpoints; they see one brand, one journey. RADIUS ensures enterprises deliver exactly that: a unified story across every interaction and delivering consistent, personalized, and connected customer experiences at every step of the journey.
Frequently Asked Questions (FAQs)
Q1. Why is it important to include in-person (physical) channels in the customer journey?
In-person or physical channels like branch or store visits bring human touch, deeper personalization, and unique customer service moments into the broader journey. It provides a seamless connection between offline and online experiences for higher engagement and loyalty along with the omnichannel digital experience.
Q2. How do digital and physical touchpoints work together in omnichannel experiences?
Digital and physical touchpoints share customer information and history, enabling agents or staff to personalize service regardless of where the interaction begins or ends. This avoids repetition and builds a holistic view of the customer’s journey.
Q3. How does a platform like RADIUS help stitch the digital and physical touchpoints together?
RADIUS unifies all digital and physical touchpoints, such as CRM, POS, and appointment check-ins, into a single platform. It captures and synchronizes customer interactions in real time across every channel. By maintaining full context at each step, RADIUS empowers agents with a unified customer profile, enabling seamless engagement and faster resolution.
Q4. Can customers start their journeys on one channel and complete them on another?
Yes, omnichannel journeys allow customers to switch between channels as needed, starting with a chat online, moving to an in-person branch visit, then receiving follow-up on email, app, or phone with context never lost along the way.
Q5. Does the In-Person channel require new infrastructure?
Not necessarily. RADIUS integrates with existing systems like kiosks, POS, appointment schedulers, and CRMs. Enterprises can adopt the in-person channel without replacing their current setup.
Also Read: Leading CCaaS Platforms: The Leaders Transforming Customer Experience