Omnichannel
Engagement & Management

Omnichannel
Engagement
& Management

9 out of 10 consumers want an omnichannel experience with perfect service between communication methods.
Omnichannel Customer Experience (CX) means streamlining all customer interactions across multiple touch points in a unified way to deliver a consistent brand experience.

9 out of 10 consumers want an omnichannel experience with perfect service between communication methods.

Omnichannel digital strategy involves a multi-channel approach to sales, customer service, and marketing. It focuses on delivering a consistent customer experience regardless of the channel used by customers to reach your business.

Each interaction with your company should be part of a unique experience. It means that it should not be repetitive or isolated. Having a seamless journey across all channels, both online and offline, is the key to providing a consistent omnichannel experience.
Omnichannel CX makes communication smooth across multiple channels to help customers improve their experience. Customers are viewed as the ones in power, telling businesses what they need rather than being told by businesses they need for their product or service. Great customer experience management focuses on personalizing every customer experience and keeping customer retention high.

When customer satisfaction improves, word spreads quickly between friends, family, and social media, encouraging other people who never knew of these possibilities to reach out to your business.

Excellent customer experience is the by-product of a well-designed and effective omnichannel ecosystem. To do this, companies must understand customer journeys across devices and channels.
“Customers who used more channels were more valuable. They spent an average of 4% more in physical stores and 10% more than online single-channel customers.”
source: HBR
Three strong key reasons why you should care about creating a strong omnichannel strategy

Better insight into the customer journey

An omnichannel customer experience strategy gives you a panoramic view of the customer journey. Streamlines all interactions on one platform and provides information on the right actions to improve your business.

Increase Customer Lifetime Value (CLTV)

Omnichannel customers are 30% more valuable to your business over their lifetime. An omni CX approach makes contacting the business simple and intuitive. When a business plan offers a consistent answer, it also chooses your business for life.

Increased customer retention

The Omnichannel CX strategy enables customers to connect with the brand through their preferred channels by seamlessly transitioning into the same interaction. Increase satisfaction and act as the best customer retention strategy.
Omnichannel customer engagement helps companies overcome limitations by enabling

A Whenever & Wherever approach

“The secret sauce of the best CX is to treat all customers as if your brand and value proposition revolves around them.”

Consumers crave convenience, and that means delivering your offering in the method that works best for them, whenever and wherever.

Bank of America is good example. The brand takes omnichannel customer engagement seriously, understanding that customers may want to pay monthly bills through their mobile device, over a POS, or through desktop apps. Whatever their choice, they want to do it seamlessly and have the same ease of experience.

Rich insights from cross-channel customers

Customer insights and data allow any business to better understand their customers’ behavior and make informed decisions on how to deliver the best customer experience possible.

Since omnichannel customer engagement is a unified system, it’s a lot easier to assemble all the data in one dashboard to work with. That enables to proactively create effective strategies for business growth.

Ready to become a laber?

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Omnichannel customer engagement helps companies overcome limitations by enabling

A Whenever & Wherever approach

An omnichannel customer experience strategy gives you a panoramic view of the customer journey. Streamlines all interactions on one platform and provides information on the right actions to improve your business.

Rich insights from cross-channel customers

Omnichannel customers are 30% more valuable to your business over their lifetime. An omni CX approach makes contacting the business simple and intuitive. When a business plan offers a consistent answer, it also chooses your business for life.

Ready to become a laber?

Ready to become a laber?

Enhance the shopping experience

Emerging technologies like artificial intelligence (AI), computer vision, deep learning, and machine learning are redefining customer engagement as we know it.
According to Gartner, in 2020, smart personalization engines, used to recognize customer intent, will enable digital companies to increase their profitability by up to 15%
AI-powered bots can interact with customers via their mobile devices in the store, acting as shopping assistants and bringing a whole new level of engagement to customers by enhancing their shopping experience. At the same time, valuable interaction data is captured in real time. This data can be easily accessed through the company’s omnichannel application center for study, analysis and use to better communicate the brand message.

AI can also use deep learning and machine learning to bring personalization to customer service.

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Ready to become a laber?

Interact with customers in real time

Customers want and expect their needs to be met now. If you don’t provide real-time response to inquiries, you are indirectly encouraging customers to leave.

Most omnichannel platforms allow you to interact with customers in real time through chats or videos, and even through screen sharing and shared navigation.
71% of shoppers who use smartphones for research in-store say that it’s become an important part of the experience.
By providing real-time solutions, customers stick with the brand and actively engage with its products or services. Through a chatbot, you can easily solve customer inquiries and create a positive image for your brand. There are a number of powerful tools for brands to communicate with their customers: Video calls are useful for customers to visually share their challenges, making it easier for customer service to solve their problems.

With shared browsing, customer service agents can share a customer’s browser to help solve their problems.

Even a chat section offers the opportunity to provide visual participation: you could have a video call with the customer, while still having access to the text function to communicate

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Improve customer service

Focusing on customer needs means collecting customer data and feedback and turning it into information and action.

Omnichannel marketing enables companies to collect the right data and learn more about their audiences.

These insights will help companies to identify a variety of customer behaviors. For example, how they respond to email promotions. This allows companies to generate more leads.

In this digital age, maintaining a brand presence on every possible channel increases your credibility and connects you with your audience in a stronger way.

Research shows that 90% of customers expect their experience with the brand to be consistent across all platforms.
The strongest omnichannel customer strategies retain 89% of customers
Empowering customers in this way is key to retention rates. By focusing on retention, you foster emotional connections between customers and the company
# 1. Omnichannel Retail Example: Crate & Barrel
Crate & Barrel understood the fact that consumers typically switch between multiple devices before completing purchases. They moved to omnichannel setup to capitalize on customer behavior when switching devices.

Every time a customer logs into their account, the application saves their shopping cart and browsing data so that they can access this information on various devices. Helped customers pick up where they left off, greatly reducing the shopping cart abandonment rate, and Crate & Barrel has reaped great benefits and provided a great shopping experience across all channels.

Achievements:

Crate & Barrel’s implementation of an omnichannel customer experience strategy resulted in a 10% increase in revenue from the newly upgraded web and mobile stores.

Stepping down the path of innovation, they launched their 3D Room Designer feature, which allows consumers to virtually place an item in their home before purchasing.
# 2. Omnichannel Retail Example: Oasis Fashion
Oasis, a highly acclaimed UK based fashion retail brand, operates both online and in brick-and-mortar stores globally. It was really impressive that they integrated online and offline stores to bring a comprehensive omnichannel shopping experience to their customers.

The store realized that the core part of moving to an omnichannel customer service approach was:

Discover all the online and offline places where your customers hang out. Create touchpoints at identified locations and make touchpoints buyable. And their touch points weren’t just independent sales or support channels. They integrate with each other to provide a more unified experience.

Ready to become a laber?

Ready to become a laber?