The term omnichannel hastily became a common word in every online business’ routine. Given the new consumer behaviour, companies must have different and multiple interfaces to relate to their audience. However, different from a multichannel strategy, it is not enough to be present on all platforms. Instead, an omnichannel customer experience is built around integration.
In other words, besides having different channels to interact with customers, businesses need to focus on handling those channels in an integrated, unique way. Today’s consumer does not distinguish between online and offline channels. They would rather relate to the brand of their choice at any moment, and through the channel, they can pick up first.
In this article, we will discuss why an omnichannel customer experience matter so much for online businesses. Read on!
Why Do Customers Seek an Omnichannel Customer Experience?
Customers grew to be demanding, so nowadays, they land at a webshop expecting an omnichannel experience. It quickly turned out to be a determining factor for a successful purchase journey.
This transformation did not happen overnight, but mobility surely pushed it. Consumers can now easily use the internet via mobile devices, which means that they can shop at any place, at any time.
Hence the importance of better understanding the customer’s buying journey, which is getting more complex daily and depends on being up to date about new technologies and tools.
Prioritizing Agility Is Fundamental
In this context, one of the priorities is to ensure agility in customer service, regardless of the nature of their contact or their channel choice. Although an omnichannel customer experience is enhanced by technology, be careful not to take physical stores for granted.
An important way to improve customer experience is by combining the online and offline worlds. Managing the entire process in a single system ensures more efficient management, minimizing possible failures.
A Short Example of an Efficient Omnichannel Customer Experience
Think about Starbucks as a reference. They offer a reward integrated system that allows customers to place their order within the app and just pass by a physical store to pick that up.
Perfect integration between the app and the physical stores! Moreover, they feel inspired to shop more, as they can get a “free” coffee by accumulating points with every purchase.
What Makes a Great Customer Omnichannel Experience?
A fragmented omnichannel experience might fire up your customer’s mood. Therefore, the perfect omnichannel customer experience is seamless, with each channel communicating precisely with the other.
Accenture’s report showed that 89% of customers get frustrated having to repeat their issues to multiple representatives. So if a customer starts a conversation over the chat and suddenly loses internet connection, you must be sure that they will be able to pick up where they left off.
If a customer sent an email and wants to check over the chat if your team received it, they should also be able to check. Those are just a few examples of what makes a great omnichannel customer experience. When your business guarantees flawless support, the chances of building customer retention get higher.
Why Omnichannel Customer Experience Matters?
Still not persuaded that an omnichannel customer experience matters? Then, we listed four indispensable reasons why omnichannel might be the perfect strategy to boost your business’s performance.
Quicker Resolution Rate
With an integrated service, agents gain time for customer issue resolutions. In addition, having excellent knowledge of consumers’ issues and history helps deliver faster service, increasing the resolution rate.
Integration Between Different Sectors
Nowadays, we constantly discuss the need to align sales and marketing through strategies that help boost results. In an omnichannel operation, this needs to happen one way or another.
Therefore, an omnichannel strategy is also beneficial for the company’s internal communication. The different sectors must work together, creating integrated solutions.
Decrease Customer Churn
Customer churn is the average percentage of customers that ceased using a company’s product or service during a precise time frame. In an omnichannel experience, this rate tends to go down, as customers get instant responses independently from their choice of channels.
Final Considerations
Presently, you need to meet the requirements of a consumer increasingly impacted by technology and, consequently, more demanding in every way. An omnichannel strategy is perfect for these purposes and will help you improve user experience like never before. And we can help you through this process. Let’s chat!
