10 July 2021
3 tips for a great omnichannel strategy
In this blog post, we’ll explore what omnichannel strategy really means and what you can do to make the most out of it.
Consumers today have high expectations, expecting simple, connected, and personalized digital experiences at all times. Given this situation, brands want the tools and technology necessary to deliver relevant content at scale and speed across many platforms and customer touchpoints.
In short, you need to put the customer at the heart of everything you do and offer a highly connected and seamless experience across every channel you operate on.
What’s the difference between multichannel and omnichannel?
Multi-channel marketing is frequently confused with omnichannel marketing. These two, on the other hand, are not the same.
Multi-channel marketing refers to how a brand communicates with and engages customers across various channels, each of which is independent of the others. For example, a customer might provide the company his/her information by e-mail. However, when they interact with another brand touchpoint, on social media, for example, they’ll need to repeat their details for that channel.
Customer service is at the heart of omnichannel marketing. It brings all of the customer touchpoints together. Every engagement is coordinated across all channels and as a result, a customer could be shopping for an item at a store one minute and then make a purchase based on an email alert announcing a promotion based on browsing history the next.
In essence, omnichannel strategy takes all the benefits of multichannel and brings all customer-facing aspects together, creating a unified brand experience.
Use customer data to improve service
An omnichannel strategy provides you with customer data across platforms, allowing you to wow your customers with a completely personalized experience. Your team most likely already possesses the client data needed to make your service personalized, but it’s likely fragmented across several technologies or handled by separate teams, making customers feel like they’re repeating themselves every time they speak with you.
Individualized customer service, according to 79% of customers, is more important than personalized marketing. Keep your customers’ demands and interests in mind when your organization determines where to focus its omnichannel strategy efforts.
According to Gladly’s 2020 CX report, these are the top three reasons why you should invest in an omnichannel approach: customers want you to know who they are, what has been discussed already, and what their purchases are.
Your agents will have access to detailed customer history and will be able to draw up this information with little effort, without keeping your customers on hold, if you use the correct omnichannel strategies and technologies to bring siloing to an end.
Here are some awesome tips to choosing the right help desk software for your company.
Personalize as much as you can
Personalization is the key to omnichannel’s future success. Individualized customer service, according to 79 percent of customers, is more important than personalized marketing. Keep your customers’ demands and interests in mind when your organization determines where to focus its omnichannel strategy efforts. Your customers have already decided that they want to be just that–customers. Customers are not valued as individuals if they are treated as numbers.
Your agents are generally the first point of contact for your customers looking for a personal touch. Regularly train your agents on how to listen to consumers and answer courteously.
You can maximize loyalty and minimize irritation by doing simple things like asking your consumers how they wish to interact.
Better evaluations and referrals result from a nice, individualized experience. When you meet your customers’ expectations, brand loyalty, and advocacy increase. In fact, 77% of satisfied consumers will recommend your business to their family and friends. A further 52% will make a social media recommendation for you.
Use chatbots to boost touchpoints
Customer demand is like an eternal upward curve. It rarely slows down and it keeps increasing as time goes on. This makes chatbots a necessity: the customer demand might put stress on the company resources. So, one of the most important omnichannel strategy to adopt will be to use chatbots to boost touchpoints.
This might seem a little counter-intuitive at first, but chatbots are highly personalized. “Doesn’t a chatbot sound like the polar opposite of personalized?” you might wonder. True, a chatbot isn’t a genuine person who works as a brand representative. However, there are numerous methods for your business to use chatbots without losing the personal touch.
With the right tools, your bots will be able to pull the required customer data, ensuring that each interaction seems personal. Customers will continue to have a sense of belonging.
Chatbots can also relieve the workload on your agents. Agents are frequently overburdened with consumer inquiries, complaints, and time-consuming tasks, etc. Chatbots can be used to undertake repetitive but easy activities, freeing up operators to focus on customer service. Be sure to check out Desk360’s chatbot features here.
Customer engagement can also be boosted through bots and automation. You can set up rules to have your bots assist you with simple problems 24 hours a day, seven days a week. Your sales reps need rest, but a chatbot never goes on holiday.
Don’t underestimate the power of a great omnichannel strategy
When businesses create a customer experience based on an omnichannel strategy, they profit by increasing their loyal client base and attracting new customers. Furthermore, the digital and always-connected nature of an omnichannel strategy allows organizations to receive continuous input from customers, allowing them to adjust to their demands quickly.
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