Over the past decades, the business industry has been slowly integrating itself into the digital world.
Some of the marketing strategies companies develop are centered around using the internet and technology.
COVID-19 and social distancing measures sped up that process. Brands have to adapt to the situation immediately and continue connecting with their customers amid a global crisis.
Using an omnichannel approach could help your business create smooth and trustworthy communication for clients who rely heavily on online channels to purchase a product or service that they need.
Definition of omnichannel service
Omnichannel service is a customer experience strategy that creates consistent interaction across various channels. This helps businesses provide a seamless service for clients whether they are shopping online or in a physical store.
When businesses use an omnichannel approach, they reinforce individual conversations and group all of their team’s communications under a single system. This makes the job of finding customer data easier regardless of the channel they are using.
The ability to move conversations from one channel to another without hassle is what defines omnichannel service. It aims to provide a unified customer experience to clients offline or online.
When does your business need to use it?
With the emergence of different messaging applications and software, it is now easy for customers to reach out to a company for some of their concerns and inquiries.
Companies are integrating them into their marketing strategy to give their client’s a better customer experience. After all, people who are satisfied with a brand’s customer service may turn into loyal supporters.
Here is a list of scenarios where your company could use omnichannel service in interacting with prospects and clients.
When you want to ensure online security
Free messaging apps are great because they are easily accessible. But there will be times when you need to further validate the identity of your lead and use a more private channel for your conversation.
Omnichannel service could help you deal with this situation. To authenticate your customer before exchanging sensitive information, you can prompt them to sign in to your mobile app to continue your communication there.
Through this, you were able to verify your customer’s information when they are registering in your application, and carry on chatting from where you left off without going back to square one.
When you want your customers to be notified
Unlike physical stores that stay open only during business hours, a customer may come in with an inquiry at any time in an online channel.
Let’s say a prospective customer wants to ask a question via your custom web messenger. Rather than wait for a response, you could put out an option where a customer would receive a notification via SMS or email once someone has replied to their message.
Then, when the customer is available to continue the conversation, they can do so on any channel they prefer without skipping a beat
When you want to move the conversation to another channel
Omnichannel service aims to be present in any channels where there are customers. Your interaction with clients depends on what platform they prefer and is convenient to them.
Most chat applications offer free service with a better user experience. SMS could be used to answer customers when there is no internet access. Emails, on the other hand, could provide formality for business conversations.
In the omnichannel approach, you never lose track of who the customer is, where they came from, and why they contacted you because every channel is integrated and you can switch from channel to channel without hassle.
When you don’t want third-party platforms eavesdropping
Facebook Messenger, WeChat, Twitter, Skype, Zoom—these channels are easy and convenient to use for talking to prospective clients. But they are still another company’s application.
Many businesses that deal with sensitive information aren’t confident in sharing conversations with third-party channels. Omnichannel service allows you to engage customers through a popular platform and continue the conversation on a private channel.
When you want to improve your data collection
Businesses that can keep track of their customers and their information over various channels can provide personalized service.
Omnichannel service helps your brands to collect information from buyers and put them into a centralized system for future use.
It also helps your team gain insights on how to produce content and promotions that will attract your customers’ attention and engage them in buying your products and services.
