Omnichannel: what is it and what are its benefits
By now you've probably heard of omnichannel, but while the term is familiar to many people, not everyone is clear on what it means.
La omnichannel is a communication model aimed at improving the customer experience with companies, providing constant contact between the two through multiple channels simultaneously. This technique can be applied to companies from different sectors, and the customer interaction channels used are:
- Páginas web
- Social Media
- Mobile apps
- Telephone communication
- Live Chat
- physical locations
The omnichannel system already surpasses the multichannel in customer service centers thanks to the new channels that have been incorporated, and that allow customers to interact with the business: email, chat, SMS, social media… Companies that already apply omnichannel have verified that the possibility of being in continuous contact with a company through different channels at the same time, is something highly valued by the client.
It supposes a way of personalized attention that transmits confidence and efficiency: two fundamental ingredients to get clients. An omnichannel system is a way of merge all channels into one, so that from any platform that a message is written to a company, it receives it.
Reasons to implement an omnichannel strategy
An omnichannel strategy can bring many benefits to a company, since it ensures consumer interactions through any channel they use. In addition, the user immediately perceives that the company provides a unique experience.
The main advantages of omnichannel are:
- Provide stable lines of communication: essential to improve the relationship with the customer, whatever the channel used.
- Provide the customer with a unique experience. The act of starting an action on one device and being able to continue or complete it on another, for the customer translates into convenience, flexibility and less waiting time. And all this is valuable to the user.
- Get more information from customers: something that will allow you to get to know them better. Behavior, preferences, needs, tastes, more effective channels... Thanks to this information, more personalized offers can be made.
- Increase loyalty: By offering the customer the possibility of using different channels, they will feel that their needs are valued and things are made easier for them. In this way, their loyalty to the brand will be achieved.
- Promote the online presence of the brand. Being present in different unified communication channels increases the visibility of the brand on the web.
- Increase sales. The more numerous the channels in which a company appears, the more possibilities it will have to make promotions, which will translate into more sales.
- Boost ROI (Return on Investment). By improving the experience of the user by offering different communication channels, increases traffic and therefore, return on investment.
- Stop the customer cancellation rate. If the user has access to the same message in different channels, with the possibility of starting an action in any of them and continuing it in another, it prevents the client from canceling. That is why it is essential to know the customer well, because from their data you can create marketing strategies adapted to the different channels.
So far, we have summarized the main benefits of omnichannel, but its universe is constantly expanding. If you are interested in learning more about the omnichannel systems, or get an idea of how they could be integrated into your company, contact us: in OmniWalletOmnichannel is our thing.