What comes to mind when you think of stellar online customer service?
Does attentiveness come to mind? Do you think of consistency? Is quick shipping important to you? Maybe you think of websites that are easy to navigate...
The point is, everyone wants an experience that is seamless and instantaneous.
Companies invest in rolling out the red carpet for customers by creating omnichannel experiences, and for good reason.
What the heck is “Omnichannel”?
Omnichannel is a cross-channel content strategy that brands use to improve their user experience and drive better relationships with their audience across points of contact.
Let’s condense that a little more…
Omnichannel is essentially mainstreaming all systems company-wide that put the customers first.
The omnichannel experience can look different across various brands, but the one thing that they all share is providing excellent customer support.
For example, some companies utilize Live Chat options on their websites and mobile.
Other forms of creating a perfect omnichannel experience are channeling a consistent, on-brand, message across all boards (think social, site, and mobile).
A company that really rocks the omnichannel experience is Disney.
Why aren’t we surprised?
Disney makes life easier for its customers online and in their various theme parks. Customers are able to purchase tickets on a computer or mobile and plan their entire trip on the same platform. If that wasn’t enough, Disney also equips park guests to order their food and store photos with its Magic Band program.
Is that impressive or what?
Here’s why it matters…
Why does having omnichannel processes in place really matter?
Simply put, an omnichannel experience benefits your brand and your customers. It’s a win, win!
Omnichannel as opposed to multi-channel, allows your company to perform at its absolute highest ability. It mainstreams processes, allows for continuity, and the creation of an insightful marketing strategy.
How can a company accurately identify and reach its target audience if there are a lot of loose ends? It can’t! Enter the omnichannel experience.
Omnichannel is really a necessity as technology advances. Customers don’t want to be on hold as they’re 7th in the queue for their concern.
Your team of marketing geniuses doesn’t want to feel that their creativity is being confined to a social media post and email sequence “as needed”. Omnichannel doesn’t just give that customer an instant response and your marketing team a chance to thrive, it gives the company clarity. That is clarity on vision, resources, customer support, and needed tools for the future. Streamlining everything through an omnichannel strategy is not just necessary.
It will also breathe new life into your company.
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Creating a hard-hitting omnichannel experience:
Don’t worry. We won’t leave you in the dark. Here are some tips to optimize your omnichannel experience.
- Get your various teams onboard– marketing, customer support, sales, and production.
- Talk about company values, goals, target audience, budget, etc.
- Strategize on coherently developing your strategy across all platforms.
There are numerous tools to help you optimize your omnichannel efforts. Whether it’s sales, customer service, or content continuity (say that 5x fast!)--there’s really something for every company”
- Live customer support
- Help Desk
- CRM
- Scheduling social media
- Email sequencing
- Streamline order fulfillment
If you’re daydreaming about what a successful omnichannel experience looks like, then you’re probably thinking something along the lines of customer satisfaction, increased profits, and perfectly in sync content. Omnichannel doesn’t just allow you to be a better company, it allows you to be a company that will have longevity for years to come.
Are you implementing any of these tools now? How will your process improve when you adopt an omnichannel approach?
Some key things to takeaway
Omnichannel may just change the future of your company for the better. This doesn’t happen overnight so don’t hold yourself or your team to unrealistic standards. Here are some things to remember and to get you and your team started on going omni:
- Remember, omnichannel and multichannel are different.
- Omnichannel gives you the benefit of having a totally cohesive and holistic approach to your company’s overarching vision.
- Be sure to meet with your team. Get on the same page before onboarding a whole new strategy.
- There are tools at your disposal to implement your omnichannel strategy today.
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