News:

Customer Service Security: WAF, CAPTCHA Read new

Learn about WhatsApp Flows and their benefits Read new

Implement WhatsApp Flows for live identity verification Read new

The customer’s voice: Unlocking insights with WhatsApp Flows surveys Read new

Customer Service Future: Multilingual Tools Read new

Technology and customer service: how to adapt to each generation Read new

Empowering chatbots with generative artificial intelligence Read new

Evolution of e-commerce with generative artificial intelligence and WhatsApp Read new

The impact of omnichannel customer service on sales growth Read new

Meta AI: the virtual assistant of the future is already here Read new

Generative Artificial Intelligence: OneMarketer Business Session Read new

The evolution of the call center and digital attention in telecommunications Read new

The Generative Artificial Intelligence ecosystem grows stronger: Google presents Gemini Read new

Building trust in the digital channel for the sale of financial products Read new

Financial Industry: Indicators you can’t afford to overlook Read new

Customer service: Innovations to simplify policies and insurance Read new

Conversational Commerce: How to measure the success in banking Read new

Banking 4.0: The Digital Transformation of the Financial Sector Read new

Transform your business with automated conversational bots Read new

How to digitize your sales team in 2024 Read new

New technologies as facilitators of the customer journey Read new

Leads in Meta’s sights Read new

How to improve the contactability with my users? Read new

Challenges for e-commerce in 2024 Read new

Artificial Intelligence: It’s Time to Get Involved Read new

Automate scheduling confirmation: an efficient and cost-effective solution for your business Read new

Interactive management with Social CX: Take advantage of the additional resources of WhatsApp Read new

You can now offer reservations or purchases of services on WhatsApp. Do you know how? Read new

Maximize your sales this holiday season directly on WhatsApp Read new

Innovating the collection and payment experience from WhatsApp Read new

Boost your digital onboardings with WhatsApp Read new

Bringing companies and users closer together through ‘Utility’ Templates on WhatsApp with Reach & Engage. Read new

OneMarketer Business Session: Unlocking Business Transformation Read new

Recovering abandoned sales: The importance of remarketing and how to leverage it Read new

Bots, AI and ReCarting to boost your conversions Read new

Optimize customer service on your website with the evolution of LiveChat Read new

WhatsApp Flows: New features to improve user experience Read new

Seasonalities: Powering your Facebook Ads campaigns with WhatsApp Read new

Mobility applied to the contact center operation: Social CX App Read new

Optimizing internal communications with Google Chat and Social CX: WOM Case Study Read new

The new meeting point between the company and its customers Read new

Expanding Communication Horizons: The Power of Video Calling in Omnichannel. Read new

Interaction traceability: the power of knowing your users Read new

Staying ahead of major business seasonalities is key for your business Read new

Interactive notifications: boosting your campaign and after-sales promotions on WhatsApp Read new

Making automated flows more flexible is an opportunity in your interactions Read new

Humanizing interactions with bots: key to success in the digital age Read new

OneMarketer Customer Survey 2022 Read new

Reach & Engage + WhatsApp: The power of multimedia messaging in your advertising campaigns Read new

Recap of the OneMarketer Business Session Breakfast: Driving Conversational Commerce Read new

Social CX: The multichannel solution to expand and improve customer service Read new

Segmented Multi-product Catalog in WhatsApp With Social CX Read new

These are our solutions as Google Business Partners Read new

Do you know the potential of ChatGPT for your Conversational Commerce? Read new

Increasing Loyalty & Customer Satisfaction Read new

Conversational commerce, how does it help my company? Read new

Customer Appreciation Day 2022 Check the event
  • Blog
  • Reading time 3 min

What is omnichannel and what are its advantages?

It is a concept that is increasingly used, but not for that reason better understood. To understand the advantages of an omnichannel strategy, it is first necessary to understand the meaning of omnichannel.

In its 2020 report, Gartner defines it as the “synchronization of channels – mobile, desktop and stores – to support the buying process from discovery to conversion, along with fulfillment and post-sale.”

It is important to note that an effective omnichannel strategy must contemplate both digital and physical channels, additionally, emphasize the word “synchronization” which is not the same as “uniformity”, a common mistake when talking about omnichannel. Logically, it can be established that it is impossible to deliver a “uniform” experience through virtual and face-to-face channels, since there are elements inherent to the senses and relationships between people that cannot be replicated virtually and vice versa, but it is possible to synchronize activities to provide the customer with a cohesive experience and with a clear goal in all channels.

From the point of view of physical stores, they can be seen as fulfillment points, destinations for experiences or outposts, depending on the characteristics and format of the store. In this sense, brands with large volumes of inventory have already begun to establish pick-up or delivery as part of customer fulfillment; on the other hand, brands with smaller volumes seek to generate an in-store experience for consumers, commonly linked to luxury brands and more exclusive products, while other brands establish stores as outposts, often linked to logistical benefits, geographic coverage and proximity to customers.

As for digital channels, brands can take advantage of the information they have about their customers in terms of usability, location, interests and behaviors to interact in a much more personalized way using digital relationship tools complemented with specific digital campaigns, according to time of day, day of the week, geographic location and interests, among other factors.

As a third element, the device through which our potential customers access our content is decisive. In global terms, the use of mobile devices is increasing, however, there are industries in which customers use desktop devices rather than mobile devices in greater proportion, and campaigns must be targeted with formats optimized for these devices.

The advantages of omnichannel for your business

By having a synchronized activity of the different channels it is possible to minimize – or even eliminate – waiting lines. This immediacy is valuable for both the customer and the company, because on the one hand the customer experience improves and on the other hand it is possible for the company to receive direct feedback in real time. On the other hand, by proposing an omnichannel experience, it is possible to manage campaigns with integrated information from all channels, offering the customer a much richer experience and fostering customer loyalty.

On the other hand, the use of multiple communication channels of constant interaction with the customer generates greater visibility for the brand, positioning its brand image. Likewise, the presence in all types of channels can generate an increase in the company’s sales.

Disney: a bright example

When it comes to benchmarks of how to carry out a successful omnichannel strategy, one of the best is Disney. The American company has been able to generate a first-class experience through the synchronization of activities in its theme parks and its digital platforms. Through its application ‘My Disney Experience’ people can interact with the brand before, during and after the visit to the park, plan every last detail, get their FastPass, locate themselves inside the park and see estimated waiting times, among others. In addition, this allows Disney to obtain a huge amount of data from its users, which allows them to continue managing their experience with a data-driven approach.

Relacionados

Contact

Let ‘s talk !

We want to know about you. We are your best option in digital solutions. We connect your company with customers and automate the process through artificial intelligence. You will also be able to close deals from a single omnichannel platform.

Contact Form