5 Ways to Improve Omnichannel Customer Experience
In an age of lightning-quick internet speeds, one-day delivery, and unlimited data packages, businesses have to stay on their toes to keep ahead of the current technological curve. It is no longer good enough to simply have a well-groomed shopfront and a shiny-looking website, now businesses have to be available on all fronts at all times, not just physically but also digitally.
This new marketing strategy is known as omnichannel marketing, the new and improved way to ensure that no matter what channel your customers are looking at, you are present and ready to take their business. Omnichannel marketing is the practice of ensuring your brand is available seamlessly across all available platforms; if someone stands in your shopfront buying your product on their mobile when they press buy for collection, it should be ready for collection by the time they get to the till. The idea behind omnichannel marketing is to create a seamless and positive multi-platform journey for your brand. Here we can take a look at a few of the best practices to put into play to ensure you are giving the best omnichannel customer experience.
A big complaint from clients is slow response times on social media platforms. 37% of clients expect a response before the thirty-minute mark, with a staggering 57% of these expecting the same speedy response on a night or weekend. Customers expect rapid response times at all times.
Ensuring that whether it be a tweet, Facebook comment, or instant message, there is someone to quickly answer the client will immediately single your company out as one that cares and provides the service many others don’t. Rapid response times give the client the feeling of personalised and attentive service and can guarantee an excellent omnichannel customer experience. A closed shopfront is no longer the end of a working day.
Consistency is Key
With omnichannel marketing, your brand will be spread over many platforms, both physically and digitally. Marketing emails will lead to Facebook pages, which may lead to physical visits and purchases. If you have an inconsistent brand across these different platforms, the customer experience will be both disjointed and confusing.
Ensuring your brandings such as logos, colour schemes, and even names and faces used on emails and social media will provide a brand that a client can relate to and recognise. Keeping consistency across every channel reassures the client that they are still on track and can help a brand stick in their mind.
Online And In-store Synergy
The practice of outfitting in-store colleagues with tablets and other mobile online devices has revolutionised the high street experience. Many large high street stores are now equipping their staff with the ability to not only price check, but also inform, and demonstrate their products.
Many clients will research and shop around online before visiting a brick-and-mortar store. By having an in-person sales rep, with all the knowledge on hand, and the same online experience on display, an omnichannel customer experience is created that blends the two mediums seamlessly.
Clients may also be given a customer reference number to ensure their queries are bundled together under one easy-to-access file. By packaging together a customer’s purchases, questions, interactions, and interests, it is now possible to pull up all their details with the simple search of a number. Moving from online social media chats to shopping baskets, to physical pick-up has never been easier or more convenient for both client and business.