Your Guide to Creating an Omnichannel Experience

How familiar are you with the omnichannel experience?

What was once a buzzword used in corporate environments has now become a necessity for all businesses. Customers want to choose how they interact with a brand. They also want to decide when and where.

They might start their journey online before deciding to visit your store and check out a product in person. While they might not head to the counter to purchase it there, the customer might want to buy it that evening via your social media platform. This should be one seamless experience.

But is this a utopia, or can you create this experience for your customers? You absolutely can with this guide.

What is an Omnichannel Experience?

This experience allows customers to interact with your brand in a way that is convenient for them. It can be done through multiple channels, such as retail, phone, email, chat, and social media. Instead of being 'multi-channel', omnichannel integrates all of them together. This creates the most optimal experience for the customer while increasing your brand reputation.

With the frequency and accessibility of technology available today, omnichannel experiences are quickly becoming a requirement for businesses. Customers accessing online services expect channels to be integrated. They want the communication between them to be seamless.

Why are Omnichannel Experiences Important?

These experiences are essential as it gives customers more options when it comes to interacting with your brand. It lets them feel like they are in control. It can also improve your brand reputation because it shows that you're willing to go above and beyond for your customers by giving them choices that suit their individual needs.

Omnichannel is the future of customer service. As more and more people shift to online shopping, businesses must be able to offer a customer experience that is convenient and easy to use. This includes everything from deciding which courier service to ship the product and the communication with the client regarding the delivery of the parcel.

What You Need to Get Started

There are various components to a solid omnichannel strategy. But here are the essentials that must get incorporated into your experience regardless of the type of store you own.

Unified Customer Data

To provide a consistent experience across all channels, you need to have a single view of your customers' data. This includes information such as their purchase history, contact preferences, and loyalty status. By having access to these details, you can also communicate to buyers via the channel that suits them.

Multi-Channel Engagement Platform

You need a platform that enables you to manage customer interactions across all your channels. It should allow you to track and respond to inquiries in real-time, regardless of how they're choosing to interact with you. These platforms also make it easy for customers to switch channels, such as going from a social media chat to an in-store discussion.

Multicarrier Solution

The fundamental principle to an omnichannel experience is providing customers with choice. A multicarrier solution allows buyers to choose everything from the courier service to how quickly they want their parcel delivered. There are even benefits to your business. You can avoid disruptions to supply chains and staff shortages when you have access to multiple providers.

Live Tracking Information

One of the most common questions buyers ask after purchasing their product is where is it? However, these queries are in significant decline when using applications like a tracking tool. Customers can see every step in the delivery process and track their parcel from the moment it's put in the box to the time it arrives on their doorstep.

Give Your Customers Choices

If you want to provide your customers with an omnichannel experience, all your channels must be connected and in sync. This means offering multicarrier shipping options on your e-commerce site so they can choose the courier service that is most convenient for them.

Live tracking is also vital as it allows them to watch their parcel's progress in real-time. With these features, you're able to give your customer a seamless experience while providing convenience without compromising service or quality.