Omnichannel Marketing

Omnichannel has entered the world of marketing subtly to fundamentally change the way people move through the sales funnel.

What is omnichannel and what is it used for?

Omnichannel is a model that connects various channels of communication with the client into a single system. Its main principle is an integrated approach when the focus shifts from a specific interaction channel or traffic source to the client and user experience.

What is omnichannel customer service?

Omnichannel is a social media customer service with emailing and instant messaging to leverage a single brand experience so the customer can switch between bulk messaging while maintaining quality service.

Talk to customers and find out where are they came from; it will give you a better view how to attract more customers because someone is from a recommendation. Someone has been reading a blog for three years. Someone saw the right product on a website, asked a question in the chat there and bought it.

Omnichannel customer support gives you the ability to serve your customers in a variety of ways that are not only convenient and efficient, but also enhance your brand’s image and credibility.

What are the ways to improve customer experience?

1. Start by identifying your customers' most preferred channels. If you don't know where they are, how can you expect to serve them? You need to understand their online presence, including where they do their research, their pre-sales questions, and the type of personalized interaction they expect. Quick responses not only improve interaction with potential customers, but also reduce the churn of existing ones.

2. Don't forget to integrate customer support channels with your accounting systems. Having clear records of customer requests and issues through email, social media, live chat, and so on—makes it much easier for your customer success team to track down and resolve issues quickly and keep your users engaged on your app, so they don’t uninstall it.

3. There are lots of ways to help customers find solutions with a comprehensive FAQs page being the most widely implemented self-service channel.

Even if customers can’t find the answer themselves and need to contact a representative, the availability of reliable information helps facilitate the customer experience.

This reduces the amount of time it takes the customer service agent to solve the problem and the number of times a customer needs to contact customer service.

4. Remember that familiarity breeds trust, so it's critical to ensure a consistent experience across points of contact. If customers can't rely on you to guide them along a smooth path to purchase, they certainly won't trust your product or service to meet their needs.

5. The incredible number of companies that spend time and money building an omnichannel service fail to complete the final step of testing it.

Often, the customer service software you use to create your omnichannel experience lets you know which areas are performing well and which areas need some improvement. This gives you an important big picture. But there is nothing better than starting a live chat or posting a tweet and waiting to see the speed and quality of the response to see if everything is going smoothly or not.

Let's take an example: Peter saw an advertisement online and linked to the website. He left an application form, then asked to be contacted. You called him and continued the correspondence in WhatsApp. When he came to the office he heard about the service and decided to buy or sign up a contract. Then you started sending Peter notifications about service updates and the functions that are interesting to him.