Omnichannel messaging: Smoothing the customer journey
Omnichannel messaging is key to delivering a seamless customer experience in today’s digital era. The battle is on for customer attention and retention. Achieving engagement is the aim as online and traditional businesses across industries compete for their share of the pie. Omnichannel communications, omnichannel marketing, and omnichannel sales are all making a difference to the bottom line.
Omnichannel messaging is a smart customer experience strategy that makes it easier to communicate with customers across multiple channels. There is clear evidence an omnichannel approach offers a smoother, more personal customer experience while providing actionable insights.
A 2024 study shows that 70% of consumers will spend more with companies that offer seamless conversational experiences. Furthermore, research among retailers by the Harvard Business Review found that omnichannel customers spent an average of 4% more online and 10% more in-store.
Omnichannel messaging means engaging with your audience across multiple communication channels:
A seamless, cohesive approach which makes it easier for your business to contact customers, and for them to contact you.
You or your customer can start a conversation on one channel, and continue the conversation seamlessly on another channel of choice without any disruption.
Offers an opportunity to gather valuable data from various communications channels, translating into behavioural insights and more personalised marketing messages to drive engagement.
Improves the customer experience by allowing engagement through customer’s preferred channels, leading to increased brand loyalty and retention.
If you are yet to take the step to omnichannel, you may have noticed the following signs:
Your customers are already trying to contact you through multiple channels, such as an existing phone number or email address.
Are your customer interactions falling at the first hurdle? Signs of customer drop-outs such as poor retention or abandoned carts can suggest you need an omnichannel approach.
You are losing track of customer conversations, and struggling to bring all your communication channels together into a unified, coherent system.
You aren’t seeing the bigger picture. If you are lacking an overview of your customer communications, an omnichannel approach can open the door to game-changing insights.
You are missing out on upselling opportunities, failing to follow up and capitalize on customer interactions. An omnichannel approach ensures fewer customers fall through the cracks.
