How to improve omnichannel user experience

Omnichannel marketing can benefit your organization in numerous ways. For example, it increases your customer retention rate by 90% and customer engagement by 18.86%.

What is omnichannel marketing?

Customer-centric businesses use omnichannel marketing tools to encourage effective operations. We often confuse omnichannel marketing with multichannel marketing, but they are quite different. In multichannel marketing, you send a common message through individual channels to get a user from point A to point B. Omnichannel marketing concentrates on every step of the customer journey by providing different types of content through connected channels. It meets the needs of the customers through personalized and consistent services. Fulfilling your customer’s unique needs helps you gain loyal customers and increase satisfaction. All this not only will benefit your customers, but also your brand. When implementing and using omnichannel marketing, make sure to consider the following:

1. Meet your customers where they are

9 out of 10 customers say they desire an omnichannel experience from organizations. Consumers usually do not recognize the difference between channels that organizations use. Thus, you should be able to connect with your customers regardless of the channel used. It’s important to have access to all your customer’s channels and keep your database up to date. Find and accommodate your customers to make their experience smoother.

2. Focus on customer experience

Understanding your customers is the first step to creating positive experiences. It’s crucial to take complaints and customer data information from all channels into account. Make sure to provide prompt and efficient solutions to create positive customer experiences. You can read more about how to create positive customer experiences here.

3. Connect conversations across all channels

The customer recognition process is the most important thing for an organization. You should collect customer data from all channels. This will help ensure a smooth experience if a customer changes communication channels. This will help you offer the right solutions at the right times based on the right information. With this positive customer experience, repeat purchases and positive publicity will increase. For example, customers who communicate through three or more channels make 287% more purchases than those who use one channel.

4. Invest in CX technology

Investing in good automation or technology solutions can benefit you. It can improve customer service, reduce costs, and create a positive customer experience. This enables you to reach customers at a low cost and efficiently use your resources.

Why is this important?

As you can see, using omnichannel marketing can bring your organization to the next level. It will be a step forward to become a customer-centric organization. You can:

  • Make the most optimal operational and marketing decisions
  • Create loyal customers
  • Reduce costs
  • Improve the quality of customer service
  • Develop and maintain your customer database
  • Become a customer-centric organization

What is the solution?

With our Team Inbox feature you can:

  • Respond to users from various channels from a single tab. Combine real-time client and team communication with in-app messaging, live chat, email, and form, etc.
  • Privately mention a team member directly in the user conversations about the inquiry.
  • Convert any conversation from the Team Inbox to a card and pass it on to the appropriate team,

Accelerate your organization’s growth on erxes by signing up for free. You can also contact us by chat via the chat in the lower right corner to get a free personalized consultation.