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The impact of omnichannel customer service on sales growth

Today, consumers expect to interact with brands in an omnichannel manner across multiple touchpoints. This covers, among other things, age diversity when it comes to recognizing the needs of different groups of people for those companies where the commercial offer is initially cross-cutting.

But what is omnichannel?

We have heard many times about omnichannel in different articles, although it is sometimes used incorrectly, such as when talking about ‘being available on multiple channels’. In reality, omnichannel refers to offering a unified customer experience, regardless of the platform you choose to use.

So what does omnichannel mean? That, ideally, the same discourse, type of attention, language, prices and service can be given in the same way, regardless of the channel in which the customer chooses to communicate with your brand. Whether it is in the offline world or online, such as LiveChat on the website, social networks like Facebook, Instagram, Messenger, Twitter, TikTok or any other, the user should feel that they will get a seamless and consistent experience.We have heard many times about omnichannel in different articles, although it is sometimes used incorrectly, such as when talking about ‘being available on multiple channels’. In reality, refers to offering a unified customer experience, regardless of the platform you choose to use.


How does omnichannel directly impact sales?

A Brightpearl study indicates that companies with proper implementation of omnichannel are 70% more likely to convert visitors into customers and 90% more likely to retain existing customers.

This is possible because the implementation of different channels under the same strategy allows:

  • Increased visibility and reach: by reaching consumers through multiple channels in a symmetrical manner.
  • Improved customer experience: customers appreciate the convenience and ease of use that frictionless omnichannel offers.
  • Increased customer loyalty: users who have a positive experience across all channels of a brand are more likely to buy again and recommend it to others.

At OneMarketer, we help you implement an omnichannel strategy with our Social CX solution, which allows you to connect all your channels to provide your users with personalized and unified attention through human agents.

Some of the benefits of centralizing the management of multiple channels with Social CX include:

  • Easily manage your agents, their status and experience.
  • Monitor interactions clearly and accurately, with history and traceability.
  • Establish friendly connections in a multimedia and online environment.

Would you like to know more? Write us at and let’s talk.



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