5 reasons why a business needs an omnichannel communication platform
A modern successful business is all about quality interaction with customers, which largely depends on the ability to communicate through various channels — social media, email, messengers, and others. Customer expectations are growing, and they want to receive quick and comprehensive responses regardless of the communication channel they use to reach out to a company.
To effectively manage communication and create a positive customer experience, companies implement omnichannel communication platforms — solutions that combine all interaction channels into a single system. This approach helps businesses optimize operations, increase conversion, improve service quality, and grow profits.
Below are 5 main reasons why businesses should implement an omnichannel communication platform and how it impacts results.
Increasing customer loyalty
Customer loyalty directly depends on the quality of their experience interacting with the company. If they receive fast responses, personalized offers, and quality service through any channel convenient for them, they are more likely to stay with the brand.
According to research:
- Omnichannel communication improves customer retention by 91%.
- 66% of customers expect companies to know their previous interactions, regardless of the communication channel.
How the solution helps retain customers:
- The omnichannel platform saves the communication history regardless of the channel used by the customer — Viber, WhatsApp, Instagram, etc.
- The customer doesn't need to repeat their requests, and managers get all necessary information in one place.
- By analyzing past contacts, the company can provide personalized recommendations and improve the customer experience.
Improving customer experience
Not long ago, customers' main channels of communication with companies were phone or email. Today, potential buyers of products or services expect a company to be available through any convenient channel and provide the same level of service everywhere.
- 72% of customers prefer companies that use omnichannel interaction.
- 90% of customers expect a quick response to their requests via messengers or social networks.
- 69% of companies that implemented omnichannel platforms report an increase in customer satisfaction.
How the omnichannel platform helps improve customer experience:
- A customer can start a conversation on Facebook Messenger, and then continue it on Viber or the website — the entire communication history will be saved in a single system.
- The use of chatbots allows automating responses to frequently asked questions and reduces the workload on managers.
- Personalized messages and reminders increase customer engagement.
Increasing business process efficiency
Communication automation significantly reduces the time and resources spent on routine tasks.
- Companies that implement omnichannel platforms reduce the cost of processing customer inquiries by 30%.
- CRM and chatbot integration reduces manual work for managers by 25–35%.
How the omnichannel platform affects business process efficiency:
- The system automatically distributes incoming requests among managers.
- Thanks to CRM integration, managers can immediately see customers’ purchase histories and offer the most relevant solutions.
- Combining all interaction channels into a single system allows a full view of the customer journey — from first interaction to purchase — which enables offering highly relevant solutions based on the client's needs.
Increasing conversions and sales
Companies that use omnichannel strategies have 15–20% higher revenue compared to those using a single channel.
- 71% of customers make more purchases when they receive personalized offers.
- Companies with an omnichannel approach have 250% higher customer engagement.
- In 75% of cases, customers are more likely to make purchases if they receive reminders via messengers.
How the omnichannel platform affects conversions and sales:
- A Harvard Business Review study showed that customers who interact with a brand through multiple channels spend on average 13% more than those who use just one channel.
- According to Invesp, omnichannel shoppers make 23% more repeat purchases than those who interact through a single channel. A brand’s constant presence in a customer’s life strengthens loyalty.
Gaining valuable data for decision-making
Omnichannel platforms collect information about customers and analyze their interactions, enabling businesses to make more informed decisions.
- Companies that use customer behavior analytics improve marketing efficiency by 35%.
- 86% of businesses using an omnichannel platform report an improved customer experience.
Today, an omnichannel communication platform is not just a trend but a necessity for businesses that want to stay competitive. It helps improve customer experience, boost work efficiency, automate communication, increase sales, and better understand the audience.
Is your company ready for omnichannel transformation? Progresia experts are ready to start the transformation for you today!