Have you ever imagined integrating different sales channels in your business, respecting the particular characteristics of each of the tools and, as a consequence, building a single experience for your customer? Omnichannel is a strategy that enables the integration of experiences, allowing your customer to have a similar experience in all channels of your brand, whether in the physical store, e-commerce, social networks or application. In this complete content, we will clarify how an omnichannel-based strategy can make your company convert up to 3 times more than it already converts! Read.

What is omnichannel and how it can add to your business

To clarify the concept of omnichannel, here’s a simple example: Imagine that your customer needs to resolve an issue about returning defective products. First he contacts his WhatsApp, however, the attendant informs that to solve his problem, it is necessary to contact another number. This is exactly where omnichannel comes into play. If your company was already adept at this strategy, the customer would not need to change channels to solve the problem. With omnichannel, it is possible to use several channels between a brand and its customer, and bring them all together in a single service panel, providing a complete interaction experience. But you must be wondering, ”In practice, what will this add to my business?” The answer is simple: When the target audience perceives a standard of service, with prices and quality experiences on any platform in the your business, the chance of satisfaction with your company is much greater. In addition, it will be much easier for your service team to follow up on interactions across all of your company’s customer communication channels. This results in faster, standard service and assurance that all interactions will be answered.

How do I know if my company can adopt this strategy?

The implementation of this strategy is observed, for the most part, in retail businesses, since the use of different channels is quite common and necessary. The possibility of integrating and unifying all points of service and sales with customers enhances the ability of your business to generate more revenue, in addition to adding a lot to customer service. Omnichannel is suitable for all companies that seek to:

• Integration of experiences;
• Greater efficiency;
• Sales opportunities;
• Better management of your business;
• Visibility for your business;
• Increased customer satisfaction;
• Customer loyalty;
• Accurate and detailed reports.

But after all, why can omnichannel strategies record a much higher conversion percentage?

The reasons are as follows:

• Your customer will feel unique and special, due to attentive treatment that understands their purchase history without having to report the same problem to several different people.
• With omnichannel, special messages and promotions that fit the profile of each consumer can be implemented from the database.
• Your service team will no longer miss any customer messages.