Omnichannel – what is it and how is it used?
Today, no one is surprised by the integration . Omnichannel of business applications with various corporate services. In particular CRM, ERP, CMS, etc. By combining solutions, we create a more comfortable and convenient environment for work and communications. It would seem, what else could you want? But technology does not stand still, and Omnichannel every year new tools for work appear on the market.
- Multichannel or Omnichannel: What’s the Difference?
- Why do we need omnichannel communications?
- How to move to omnichannel communications?
2022 was no exception
Omnichannel communication services have become widespread in Russian business. Today, in our article, we will tell you what they are and why your company needs them.
Multichannel or Omnichannel: What’s the Difference?
Everyone knows that the more points of contact a client has with a company or brand. The higher the probability that a deal will be made and the buyer will buy a product or service. This multi-channel promotion. Is perfectly illustrated by the 7-touch theory. The idea is that the client needs to be reminded of itself 7 times on average so that he or she will eventually perform the target action. In this case, we are talking specifically about multi-channel. That is, the client learns about the same product or service from completely different sources that are not related to each other.
The first program that allowed to unite all communications with the client on one platform was Conversation Manager. It was created by mexico phone number list Genesys back in 2010. Employees no longer had to work on two computers, switch between two browsers, monitor different advertising platforms, etc. All promotion channels and tools for communicating with the client became interconnected.
Why do we need omnichannel communications?
Omnichannel is the integration of completely different communication channels, such as a telephone, website, messengers and social networks, into a single system, thanks to which you can constantly conduct a dialogue with the client in different channels, moving from one to another.
The main task of omnichannel telecom services: ensuring continuous communications with clients. Omnichannel communications help solve several business problems at the same time:
- Increase customer loyalty. With the help of omnichannel services, it is easy to create a positive customer experience. That is, the company conducts a dialogue with the buyer on those platforms where it is convenient for him, and with the bulk text messaging explained [2024 guide] help of any tools that he uses for communication. At the same time, the dialogue can be maintained in 24/7 mode, for example. During working hours, call center operators answer the client’s questions. And on weekends – chat bots. Thus thanks to omnichannel. Customer requests are satisfied much aster.
Improve marketing performance.
- Omnichannel services allow companies to conduct analytics on the links that a potential buyer has come to, understand what they are looking for and buying, determining their interests and preferences. Knowing their habits and reasons for contacting, it is much easier to personalize the offer and make it more attractive.
- Increase profits by increasing conversion cz lists to sales. A set of individual touches, and in our case, the history of the client’s requests to the company through different channels, can be easily linked into a consistent chain of actions. The sales funnel now shows at what stages and which channels are the most popular and effective. This information helps to build the customer’s path and alternate channels so that each buyer goes through the funnel with the maximum conversion rate.
Omnichannel is a company’s step towards better service, loyal customers and new sales. However, this stage often requires additional resources.
