Omnichannel support is not an entirely new concept in the marketing world. But, it is rapidly being adopted during Covid-19. More than ever before!
Picture this: Itâs the beginning of 2019 and your new coffee shop has just started soaring its customer reach. But the worldwide shutdown has raised serious concerns for you. Since you havenât yet established a full-fledged digital marketing strategy, sustaining via food delivery apps is also difficult.đľ
What do you think could save this business from an ultimate downfall?
Answering this question is going to be the major objective of this article.
But we will do so by understanding how and why omnichannel customer engagement has become the go-to strategy for brands during this pandemic.
To understand this, we first need to know what omnichannel support is.
What Is Omnichannel Support?
âOmnichannel customer support is assistance and advice for customers across a seamless and integrated network of devices and touchpointsâ
It sounds so familiar and yet, it is often misunderstood as âcross-channelâ or âmulti-channelâ.
Of course, the main idea behind all three is to provide excellent customer support. But what differentiates omnichannel support is the availability of a single source that integrates information from all touch points.
Now that we have understood what omnichannel support is, letâs understand how an omnichannel customer engagement strategy can help the hypothetical coffee shop we mentioned earlier.
The concept that we are trying to understand here is how the pandemic has supercharged the need for an omnichannel customer engagement strategy.
Omnichannel Customer Engagement in Pandemic
This section of the post will be divided into three categories:
đChange in customer behavior during last three years
đCompanies utilizing omnichannel software to enhance customer engagement
đImportance of omnichannel customer engagement
Coronavirus is a global pandemic on a scale we have never seen in our lifetimes. It has impacted how companies operate. But more importantly, it has permanent
Therefore, your brand must invest in a central system to manage various channels. Because sometimes adding channels can be as simple as adopting a new social media platform. And, that may not be enough. Making structural changes to the business like rolling out a mobile app, requires a solid foundation to work from.
Omnichannel software like Simplify360âs omnichannel customer service platform creates a singular inbox for all your customersâ interactions. It is a unified dashboard that stores insights and empowers your business to become proactive. This in turn helps you create effective development strategies.
Effective omnichannel support software answers all troubles of our coffee shop.
The availability of different digital touchpoints will not only increase its visibility. It will also help the business understand customersâ pain points and expectations.
Conclusion
Having understood the potential of an omnichannel strategy, we may conclude that it is cumulative. It simply lets you layer your channels holistically.
More importantly, it establishes a synergy between social media and your brand outlet.
For example, the QR scan code a restaurant provides to share the menu, the back-end function enables you to understand the customerâs ordering behavior. It uses the data entered and contact information to pull customers back to your restaurant.
In short, omnichannel support reinforces your business strategy with every order placed.
Following are a few links to help you understand the importance of implementing omnichannel customer engagement
đ8 Ways to Utilize Omnichannel Customer Support Platform
đBeginnerâs Guide to Omnichannel Customer Engagement
Omnichannel customer engagement is a worthy pursuit for companies.
It gives a company the ability to deliver a personal and contextual experience to each customer.
It synchronizes the marketing from multiple channels within a single journey while managing the customer life cycle.An omnichannel retail strategy is an approach to sales and marketing that provides shoppers with a fully integrated experience by fusing user experiences.
It blends mobile-browsing to brick-and-mortar and everything in between.An omnichannel engagement platform takes in every customer interaction and their overall experience of your product and brand.For example, a customer engagement platform should enable the customer to do the following and more:⢠Browse an in-store product, scan it with your app, and then add it to their virtual shopping cart to purchase later in a different size.⢠A shopper browses your online store, searches further on social sites like Instagram, Facebook, and Pinterest, and then receives a redeemable in-store coupon.Know more: https://www.groupfio.com/what-is-omnichannel-customer-engagement/
They need to incorporate a strategy that drives customer satisfaction and retention at all times.
Weâll talk about omnichannel experiences and their importance in a broader aspect.
Weâll also discuss the benefits and some real-time strategies and tips to serve a seamless omnichannel experience.What Does Omnichannel Mean in Larger Context?As we stated earlier, omnichannel experiences are not limited to providing multiple channels for communication.
For instance, if the customer wants to switch channels, they donât want to start from scratch and repeat providing all the information again.A study from Forrester states that 73% of customers say that a good customer experience is where the company values their time.
In fact, it is the most important thing a company can do.Hence, the transition from one channel to another in a hassle-free manner for both customers and agents is also a part of omnichannel customer support.A true omnichannel strategy helps companies better understand the customers.
Although the specific details are way too different, the fundamental concept is the same: one consistent experience regardless of channels.
Are you looking for omnichannel engagement pharma solutions?
At Star OUTiCO, we provide excellent solutions by utilising the appropriate channels we selected.
We guarantee seamless engagements that would increase your brandâs touchpoints, selling times, and open new opportunities.
We also offer market access solutions.
For more information on our services, visit us at https://www.staroutico.com.
Customer engagement platform is designed for enterprises looking to communicate with their users across multi channels like WhatsApp, Telegram & Slack but also traditional channels like SMS and Email.
Organizations can gain trust and loyalty for their brand and can use the platform for user retention and lead generation by conducting a marketing campaign across channels.
It's an easy to use interface to manage all your contacts and engage with customers in a distributed way.
It provides a complete trace on conversation and can trigger automatic / rule-based responses.
Chatbot ensures that it's a two way communication module with an intelligent rules & routing engine.
QFast,The new age marketing platform is featured with list segmentation, personalization,bot enabled automation, auto tagging, templates etc. Â
