5 Ways to Improve Omnichannel Customer Experience

With the ongoing pandemic, the importance of solid and engaging digital marketing techniques has risen. Customer experience has always been important, but now, more people than ever before are shopping online. In order to provide excellent customer satisfaction, it is important to provide an excellent omnichannel customer experience.

An omnichannel refers to the idea that all channels, traditional and digital, can be combined to offer one, unified experience for customers. The omnichannel experience aims to make customers have a seamless experience no matter what device or platform they are using.

Omnichannel marketing focuses on creating an experience that adjusts based on customer behavior in a sales funnel, which in turn allows for an easy, integrative and personalized customer experience.

In this blog, we provide you with 5 useful tips to help improve and provide effective omnichannel customer service!

1. Review your customer’s previous experiences

In order to improve current customer experiences, one important tip is to observe, research and identify how your customers are purchasing and connecting with your products. You can test the experience of the customer by placing orders and interacting with available channels.

Having internal and external company testers can provide more varied data. This can allow you to better understand how customers are experiencing the channels available to them.

2. Optimize all your channels

Optimizing all available channels is crucial to creating a successful omnichannel customer experience. For example, if a customer complains about their experience accessing your business from their mobile phone, this means that you are potentially missing out to the companies that have optimized their mobile website.

According to Superoffice, 90% of customers said their customer service experience when on mobile was negative. It’s no secret that in the age of digital marketing, efficient digital channels are a must! Even still, always make sure that all your channels are providing a good customer experience and work in cohesion!

3. Live chat improves customer experience

When a customer is frustrated, being put on hold is the last thing that they want. Adding Live Chat software can eliminate this big hassle by providing customer support agents that are ready to assist at a moment's notice.

Live chat can also help customers navigate and find information quickly on your website. Software Advice found that no hold times and convenience were noted as the two top reasons why customers prefer Live Chat for online-shopping questions and concerns.

4. Use data to improve your omnichannel strategy

Collecting shopping data about your customers helps further optimize customer experiences. CRM (Customer Relationship Management) allows your business to manage and analyze the interactions that you have with past, current and even potential customers.

Also, gathering customer’s online search behavior data can help indicate how your customer is behaving and engaging with your business and products. The results from the data can help find solutions and improve customer experience and engagement with your business.

5. Integrate your channels

Crucial in creating a successful omnichannel customer experience is making sure that your channels offer a holistic approach. The omnichannel experience is one that allows customers to access it whenever they want.

By uniting strengths in each of your communication channels, you can use omnichannel marketing to deliver your brand message more clearly and effectively to your customers. Make sure to create a consistent experience that stays visually the same, and keeps language and messaging services aligned across all your channels. Cohesive communication services allow your business to run smoothly!

Omnichannel marketing is great for providing great customer service. Providing cohesive channels across all platforms can boost customer satisfaction and sales. Providing effective direct customer engagement and omnichannel strategies are still evolving in this age of digital marketing.

Interested in learning more about how to create a seamless omnichannel customer experience? Check out this blog post about omnichannel marketing strategy.