Following an omnichannel retail strategy creates an integrated and cohesive customer experience no matter how, when, or where they contact your brand. But what actually is it?
What is omnichannel customer service?
Omnichannel customer service is a great way to streamline your approach to customer service. This allows you to answer all queries, either by phone, email, instant messenger, or social media, all in one place.
You also have the option to mix and match what modes of communication you use, allowing you to personalize your approach to the individual customer’s needs and preferences.
An omnichannel experience is seamless across all platforms. All of your customer data comes together under one user profile.
This approach to customer service is designed to nurture your current relationship with your audience, so with an omnichannel strategy designed around your existing customers, your business will reap higher rewards.
There are lots of benefits to this customer service approach, which will be laid out below.
More customers are retained
Ease of access is one of the most important consumer habits in 2021. Customers want to buy in the way that’s most convenient to them. An omnichannel strategy is the best way to present a variety of options to customers.
Every small business is aiming to have high customer retention and an omnichannel strategy is a way to achieve that. Campaign Monitor say that omnichannel marketing provides a 90% higher customer retention rate. It’s also worth remembering that repeat customers create 40% of a company’s revenue.
Improve customer satisfaction
Customers don’t just come to a site to check and buy products; they also expect a high standard of customer service. The high standard of customer service should come through any channel a customer uses, not just a phone call. Ameritas revealed that 70% of people would spend money with a company that has excellent customer service.
Using omnichannel strategies allows customers to receive service even when employees are away from their desks. Utilizing chatbots on instant messaging services will optimize your customer service.
Collecting customer data
By using multiple channels under the same network, it is made easier to monitor customers across every channel they use. We can see what their preferences are, what products they have looked at and even what offers they have clicked on.
This means we can tailor a personal experience to each client. It is easier to customize the promotions we give an individual client, making them feel special. They will feel like you know and care about them and don’t just treat them like another number. Also Read – 4 Steps to Take to Protect a Business Against Emergencies
In today’s market, it isn’t enough to have an online and an offline presence – they need to be interconnected. The ultimate goal isn’t to generate sales in a specific channel, but to allow your customers to choose where they purchase.
A common connection is to offer a certain discount for your physical store online. This generates footfall organically, as customers benefit by simply showing their smartphones to staff. Interactions like this improve our relationship with clients and encourage them to interact with your company at their own will.
And there you have it – a few of the ways that following an omnichannel strategy could benefit your small business.