Progresia.Chat: Omnichannel for business
Flexibility and adaptability largely determine the success of modern businesses. Adaptability to market conditions, new realities, constant changes, and consumer behavior is a priority. The ability to stay competitive and effectively grow depends significantly on implementing an omnichannel approach in the business.
What is omnichannel for business?
Omnichannel is an effective strategy that involves the usage of multiple channels to interact with customers, ensuring a seamless, continuous communication process that is convenient for both parties. The primary goal of implementing an omnichannel strategy is to create a comfortable customer experience by enabling interaction with the company through the communication channels that are most convenient and familiar to the customer.
Key benefits of the omnichannel approach to communication:
Improved customer experience. Allowing potential buyers to choose their preferred communication channel at any given time significantly increases their loyalty and affects the likelihood of a purchase. According to Harvard Business Review, omnichannel strategies help increase conversion by an average of 25%, as customers are more engaged in the buying process through various channels.
Increased customer loyalty. Positive communication experience overall contributes to growing customer loyalty to the brand. According to a study conducted by Aberdeen Group, omnichannel companies have a 91% higher customer retention rate compared to non-omnichannel companies.
Sales growth. An omnichannel communication approach allows businesses to reach a much wider audience and provides more sales tools. According to McKinsey, companies that have implemented omnichannel strategies have managed to increase their revenues by 10-15% within the first three years.
More customer data collection. Multiple communication channels provide more opportunities to gather valuable information about customer behavior, preferences, and needs, allowing for more personalized offers. Companies with omnichannel strategies retain up to 89% of their customers.
How to implement omnichannel for business
Progresia specialists, who developed the successful product Progresia.Chat, highlight five key steps for implementing an omnichannel strategy in business:
Integration of main communication channels. This is the first and extremely important step, which may require significant technical efforts. However, only by combining all popular communication channels a better level of customer service can be provided.
Using a CRM system. Implementing an omnichannel strategy without storing and systematizing customer interaction data will not fully deliver all the benefits mentioned above. The ideal solution is a CRM system.
Data analytics. To identify and leverage customer behavior patterns in future marketing strategies, continuous data collection and analysis from all communication channels is essential.
Staff training: Setting up omnichannel communication and integrating with a CRM system will deliver the expected results for the company only if the staff responsible for customer communication possesses the necessary communication skills and technical expertise.
Creating personalized offers: Using customer data collected from different communication channels is the foundation upon which all subsequent personalized offers should be built.
Examples of successful omnichannel implementation:
Starbucks
Starbucks effectively uses an omnichannel approach to enhance customer interaction. For example, customers using the company's mobile application buy 2-3 times more than other customers. After implementing the My Starbucks Rewards omnichannel loyalty program, the company saw an 11% revenue increase in the first quarter after launch.
Disney:
Disney successfully implemented omnichannel through its theme parks and mobile platforms. After implementation, revenues from the network of parks increased by 13% in the first year, and the use of the MagicBand system in Disney parks increased customer satisfaction by 20%.
Walmart
Walmart uses an omnichannel approach to enhance both online and offline shopping experiences. The implementation of an omnichannel strategy allowed Walmart to increase online sales by 40% in one year.
Implementing Omnichannel for business is a responsible step that will undoubtedly lead to quality results. Contact us, and we will help you successfully take this step.