The High Cost of the “Broken Conversation”

Modern customers demand a seamless experience. They don’t care about your internal silos.

Yet, the fundamental problem in most companies is structural. Your marketing team sends promotional messages. Your customer support team handles service queries. These two departments often operate in different worlds, creating a fragmented, frustrating experience.

Consequences of this fragmentation include:

• Customer Frustration: Receiving duplicate messages (e.g., an email offer, then the exact same offer via a different channel two hours later).
• Brand Damage: This lack of coherence drives high abandonment rates. Over half of consumers will leave a brand after just one bad experience.
• Operational Inefficiency: Wasting resources managing separate, siloed systems to handle the same customer.

This broken experience stems from relying on multiple platforms (a CRM, an e-commerce platform, an email tool) that don’t talk to each other.

Solution: Omnichannel Unification via the Customer Journey Engine

The solution is to unify all promotional and service communications on a single platform. This unified conversation approach is a key differentiator.

Our Customer Journey Engine orchestrates and coordinates all communications coherently across every digital touchpoint—from automated notifications to integrated AI Agents.

Key mechanisms of Omnichannel Orchestration:

• Centralized Data and Context: A Customer Data Platform (CDP) provides a unified, 360-degree view of the customer’s history, interests, and real-time activity.
• Smart Channel Routing: The Journey Engine determines the best moment and the most appropriate channel for each user. It prioritizes less intrusive channels first, escalating to conversational channels only if necessary. This stops the “spammy” feeling.
• Connecting Marketing and Support: When a customer gets a promotional message (marketing) and replies with a service question (support), the context is never lost. The conversation can be handled instantly by an AI bot or escalated to a human agent, all within the same unified thread.

Measuring Coherence: Improved CTR and Fluid Experience

Coherent communication isn’t just nice—it’s profitable. When the experience is fluid and targeted, the results are tangible:

• Increased CTR: By sending relevant messages on the optimal channel at the right time, engagement multiplies. Soriana, by implementing these journeys, achieved an improvement of up to 2X in Click-Through Rate (CTR).
• Cost Reduction: Solving fragmentation reduces the need for redundant systems and minimizes the load on contact centers, contributing to cost reductions of around 20% in customer support while increasing satisfaction.

A unified platform transforms fragmented tactics into a continuous, intelligent dialogue, ensuring every customer interaction is positive, personal, and profitable.