In a multi-channel environment, the user has access to a variety of communication options that aren’t necessarily synchronized or connected. Essentially, it comes down to the depth of the integration between the channels and platforms your business is on. It's important here to distinguish an omni-channel experience from a multi-channel experience. The customer can be shopping online from a desktop or mobile device, by telephone, or in a brick and mortar store and the experience should be equally seamless. The experience should be the same for customers regardless of the platform or method they choose to use. The omni-channel experience is marketing, selling, and serving customers on all channels to create an integrated and cohesive customer experience no matter how or where a customer reaches out. That said, what is the omni-channel experience? Customer satisfaction is the key to reducing customer churn and keeping them returning to you for their needs.Īs you can see, creating an omni-channel experience for your customers is critical for your business's success. Or if they can purchase your product easily regardless of their device or preferred platform. Your customers will be happier in the long term if they feel they have several methods to reach your customer service and sales teams. Offering a multi-channel retail experience also ensures it’s easier for them to purchase from you again or renew their subscriptions, securing recurring revenue. If and when your prospects are ready to buy, they’ll find it much easier to make a purchase if they can find your product on multiple platforms and channels. No matter where they are, your team or your products are only a click, an email, a direct message, or a phone call away.
They no longer have to search and search to find you. With an omni-channel retail, marketing, or service strategy in place, you’ll be reaching your customers where they are. Instead of only offering support on its desktop website, for example, a company would offer support through Facebook Messenger, live chat, email, and phone.Īdopting an omni-channel approach in your marketing, sales, and service strategies has plenty of benefits. Omni-channel, also spelled omnichannel, is a lead nurturing and user engagement approach in which a company gives access to their products, offers, and support services to customers or prospects on all channels, platforms, and devices.
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