Omnichannel strategy is about providing your customers with a consistent and seamless experience across multiple communication and sales channels. The goal is to provide an integrated and seamless service to meet consumer needs at all touchpoints.
In other words, omnichannel consists of the simultaneous and interconnected use of different communication channels with the customer, the objective of which is to strengthen the ON and OFF line relationship.
Applying an omnichannel strategy means being a company that offers easy access to information, whether through traditional support (phone calls and email) or artificial intelligence taiwan email list and self-service tools (chatbot, help center, community forum).
More than just ensuring agility in responses, the omnichannel approach can help improve the customer experience and create lasting bonds with the company .
To help you understand how, in this post we tell you:
What is the goal of omnichannel?
What is the difference between omnichannel and multichannel?
How to create an omnichannel strategy?
What is the goal of omnichannel?
The goal of implementing an omnichannel strategy is to provide a fluid experience , in which customers can start and continue their exchange on different channels without having to repeat information they have already given.
In this sense, it serves to provide a personalized and uninterrupted service, which allows increasing customer satisfaction rates.
According to Zendesk’s CX Trends 2023 report, 70% of consumers are more likely to buy from companies that offer seamless conversational experiences. This includes, among other things, the ability to pause a conversation and pick it up later with a knowledgeable agent.
What is the difference between omnichannel and multichannel?
Multichannel refers to the various communication channels that the company makes available to customers: physical store, FAQ page, social networks, chatbots , help center , call center, email, among others.
In a multi-channel strategy, customers can choose which channel they prefer to use for each interaction, but each channel operates independently. Information about interactions is not always shared or synchronized across different channels .