Aiming at integration between service fronts, companies seek solutions that involve the interconnected use of different sales channels. And it was to meet this and other needs that the omnichannel strategy emerged.
The integration of communication and dissemination channels through this strategy offers a differentiated experience to the customer, enabling personalized service, even when using several networks simultaneously.
Do you want to know how to improve your service using this strategy?
Below, you can learn more about the subject and discover the advantages that set it apart in customer service.
Content
What is an omnichannel solution?
Why invest in omnichannel?
Physical vs. digital space
What are the advantages of an omnichannel strategy for your company?
1. Increased customer loyalty
2. Optimizing data collection
3. Improved services and increased sales
4. Customer satisfaction
Is it worth implementing an omnichannel strategy?
Rising customer expectations
How to implement an omnichannel strategy?
Know who your persona is
Integration of company channels
The moment to test
How to use the omnichannel strategy to integrate sales channels?
Customer Experience
Integrate your sales channels into an omnichannel platform
What is an omnichannel solution?
A multichannel sales approach is the best definition for an omnichannel solution. Through this strategy, the main objective is to provide the customer with a complete and unique shopping experience.
And the result we seek to achieve with this is greater interaction with the brand's consumers and, consequently, more sales.
From a structural and marketing perspective , the most important cpa email lists thing is the depth of integration between multiple channels. Being present on different fronts with a single language makes customers recognize your brand and feel comfortable interacting with it in different places.
This marketing strategy increases the number of people reached, by acting on different communication fronts, and provides a close dialogue with those who are reached.
It is also possible to understand their pain points and objectives to create advertising inserts in this customer's purchasing path, so that interactions are more subtle until the moment of purchasing a product.
In this way, we can consider that the omnichannel solution allows the consumer to have an integrated experience during the purchasing journey, considering the distribution, promotion and communication channels within this process.
Why invest in omnichannel?
When you stop to think about the dynamics of everyday life, you can easily see that the omnichannel structure is already part of your daily routine. Therefore, it is essential to explore this strategy to reach your customer.
According to a survey conducted by All iN and Social Miner, in partnership with Opinion Box, 60% of consumers already consume in a hybrid way . In other words, more than half of the Brazilians who responded to the study make purchases both in person and online.
And of this sample, 16% of the public said they started exploring the online universe in 2020, during the pandemic.
These facts only confirm that the influence of digital platforms is increasing every day and that the internet is allied with the physical world. A customer who carries out a physical transaction today may have gone through a good part of the purchasing process online. The opposite can also be true.
Omnichannel integrates universes and platforms, unifying the language of digital and physical environments when it comes to communicating your brand. Thus, increasing the possibilities of interaction with the public.
Even within the digital environment, purchasing processes can vary greatly. And interacting directly with your customer facilitates conversion.
All of these fronts need to be interconnected and communicate the same message in the best possible way. In other words, it is essential to standardize communication, respecting the particularities of each channel.
Physical vs. digital space
If we consider the omnichannel strategy, there has been a convergence between offers from physical and digital spaces. Actions in both environments can intercommunicate.
This is the case of using applications on smartphones to read QR Codes and information in a physical environment, for example, transporting the customer from the physical to the digital.
Or the use of discount coupons purchased online to complete a purchase in a store, going the opposite way, in this case, from online to physical.
The purchasing journey is not currently restricted to a single environment. Therefore, there are tools that allow navigation between the physical and digital environments according to the purchasing profile and its particularities.
What are the advantages of an omnichannel strategy for your company?
Applying the omnichannel strategy to your sales channels has many benefits. Investing in improving the customer experience is reflected in all stages of the process, in addition to leaving the customer more satisfied at the end of this journey.