The only thing that multichannel offers are alternatives for customers to choose the channel that best suits their characteristics, but it does not allow them to jump between channels. For its part, omnichannel delivers three clear and compelling benefits—which are obviously not the only ones, but the most notable: 1. Reputation improvement . Companies that implement omnichannel manage to build solid relationships with audiences, generating a positive perception in the minds of customers. In addition, omnichannel focuses on ultra-personalized actions, which produces less intrusive and contaminating communication for the user—in volume of messages and precision of dialogue creating a greater predisposition to conversion. Increased productivity in commercial and customer service processes.

With the use of technological

Omnichannel, in general, is supported by the implementation business lead of technological tools; with this, it is possible for many processes that were previously manual to be automated. With the use of technological tools: the productivity of commercial processes is increased, because the selection of offers to the client is produced by machines; and there is better monitoring of the conversational thread, because the same machines give access to the history of dialogues between the company and the client. 3. Generation of a competitive advantage of high value perceived by the client . The integration of all relationship channels that is achieved with omnichannel has a strong impact on the reduction.

How should an omnichannel strategy

Of business-customer interaction times, and this reduction Caseno Data produces two results: that the offers are more precise and that the dialogues are more fluid. Well, both are highly valued by clients, promoting that, as the relationship grows, their effort to get what they want decreases. Don’t confuse multichannel with omnichannel. The first focuses on the channel and the second on the customer . How should an omnichannel strategy be implemented? Omnichannel is a business strategy and, like all strategic processes, it must be approached with a rigorous step by step for its implementation to be successful. The methodology we propose for implementation consists of four steps: diagnosis, planning, execution and optimization.

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