Omni-channel is a technical system that allows a company to conveniently interact with a client through multiple channels simultaneously. For example, a website, social networks (blog), messengers , mobile applications, an offline store, and so on. The omnichannel approach creates a single, seamless space for the client.
In other words, at any stage
A customer can start interacting with a company teacher database through one channel and immediately continue communication in any other, without losing important information and without having to re-enter data. The omnichannel approach is based on the idea that any customer should feel comfortable interacting with a brand regardless of the communication channel.
Omnichannel looks like this. Let’s imagine that a customer wants to buy a tracksuit. He finds the product on the website and adds it to the cart, but now how to generate leads as a marketing agency: a step-by-step guide decides to postpone the purchase. Later, he goes to the mobile application of this store, sees the selected product in the cart and receives a notification about a special discount from the brand.
The customer proceeds to checkout
Once the order is placed, the customer receives a notification on their phone or email confirming the purchase, and then a message with a tracking number to track the delivery. The buyer can also ask questions to the support service via the app, and the specialists will know what the customer has purchased.
This is an example of a single seamless omnichannel, which contact lists is widely used today. The company records all data and knows everything about the client, regardless of the communication channel through which he wants to contact the organization. As a result, using omnichannel, the company increases the efficiency of its work.
This system works poorly and can scare away the customer and harm the business. The user has to re-create the cart each time. This is extremely inconvenient. In addition, the sushi bar believes that there are three separate customers who wanted to buy Philadelphia (for example, one visited the website, another used the app, and the third came to the sushi bar itself), although they are all one person.
Why use true omnichannel
Omnichannel brings many benefits to both parties: business and customer. Buyers get the opportunity to use different service channels to solve their own problems and feel good service, personalized approach.
