Transform your Customer Experience with Omnichannel Marketing

Marketing Team
Published on September 5, 2021

It is important for customers to have complete control over their buying decisions. They want to buy things when it's convenient for them, on their own terms and using the channel that fits them.  Your company's success is determined not just by how good your customer is, but also by how well you track and use your customers' purchase experience. Omnichannel marketing is a multi-channel sales strategy that is meticulously developed to provide customers a smooth buying experience. Instead of a general brand experience, the advertising approach is centered on consumer behavior and engagement. This means that a customer's actions determine what they see next. To put it another way, not every client has the same experience.

Offer Extraordinary Customer Experience

Customers feel interested according to their convenience, it is our job as a seller to understand them, their needs, their interests to provide the best possible experience. The first step of engaging more customers would be to provide various options/channels for your customers to choose from. All those channels should be connected and properly coordinated to guide your customers in one direction. Providing various channels at first might seem disorganized, but using centralization and data integration you can build an intelligent system to cater to customers' specific needs. At the end of the day, Omnichannel is not only beneficial for your customers but also for your customer support team. It helps your team to connect with your customers with quick responses, there is no holding up of one single channel. Omnichannel also encourages self-service, making your work far easier.

"Customer service is the experience we deliver to our customers. It’s the promise we keep to the customer. It’s how we follow through for the customer. It’s how we make them feel when they do business with us."

-Shep Hyken

Introduce Multiple Channels for Interaction

In the age of smartphones customers have turned to smarter usage of their time, we have to change our customer service approach to match up to their needs. There is no more time to waste in the exhausting phone line, smartphones have opened our way to various new channels such as emails, social media, in-app chat, chatbots, and traditional phones. The customers feel more in control with various channels available for them to connect to. They won't have to waste time, waiting on a single platform. If they feel the need for customer support, they can reach out to your team from their preferred channel at their convenient time. With so many windows, your team can focus on personalized customer experience thus ensuring better results. The channels can be connected under a centralized system through data integration allowing you to manage your customer details far more efficiently.

In this video, you’ll learn how to provision your Dynamics 365 Omnichannel for Customer Service environment to enable the social channels. This process gives Omnichannel administrators the ability to add more social channels to their Omnichannel environments so that their agents can receive messages from a variety of social media platforms.

Boost Customer Retention and Sales

If you can align your omnichannel resources with your marketing strategies, your customer retention will also improve along with customer experience. As omnichannel improve your customer support, not only you will be retaining your current customers but also attract new ones. Studies have shown that 92% of consumers follow recommendations from family and friends over any advertising. Omnichannel treats each channel as a support window, where you can reach out to customers on a personal level through conversations based on their interests. By tracking their activity on websites, you can send personalized emails about new offers or discounts. The more you connect with customers, the more you convince them to make purchases. A study carried out by Harvard Business Review revealed the omnichannel customers are 30% more valuable. Thus, you can turn all your window shoppers into potential customers, just by giving them the option of various windows.

Reach Out to Diverse Audience

By introducing more than one communication channel, you open your doors new customer base. Every channel brings you a unique set of customers. For instance, if you consider social media, there is more than one platform available, and each of those platforms appeals to a different set of individuals, different demography. Omnichannel would allow you to create a marketing strategy targeting specific demography. It will also add flexibility in the process, you can engage customers through honest reviews and offers. Similarly, in other channels like in-app chats, you can use chatbots to keep your customer engaged and assist them in the process of purchase. According to studies, exceptional customer service makes 63 % of clients fall in love with a business. This is because good omnichannel strategies simplify clients' purchase journeys by removing any barriers they may encounter when interacting with your business. Customer satisfaction and retention are higher for businesses that have implemented an effective strategy.

Lastly, to know more, reach out to us and discover all the add-on modules provided by Dynamics 365.

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