5 Ways to Improve Omnichannel Customer Experience

Over the past few years, companies have observed a drastic change in their methods to handle their
customer service. Earlier, customers used to contact the company either via phone or via fax. A
recent benchmarking study demonstrates how customers have become more demanding with time.
To offer a right product at a right rate is not just enough for the companies to win in retail. Apart
from this, companies have to offer multiple features like easy returns, free shipping via multiple
channels like SMS, phone, live chat, e-mail or social media. Companies which successfully offer
consistent service quality using multiple channels retain most of their customers. This is the reason
why more and more companies are now interested in Omnichannel customer service!

The current article explores five different strategies to set up a successful omnichannel marketing
stratagem. We’ll portray what measures can be taken to improve Omnichannel customer experience
and place your customer at the heart of each task you perform. So, let’s go ahead!

1. Reconcile the digital divide

The customers expect consistent service at physical stores as well as at digital channels. Thus,
companies must practice and implement new techniques to reconcile the gap between physical and
digital channels. Replicating the in-store physical experience into the digital world is the best way to
attract more and more customers. Additionally, offering several features like easy return and
delivery policy over a wider range of locations, free and fast shipping will encourage the customer
retention.

2. Projecting from populous competition

With increasing industrialization and availability of more options to the modern customers, business
or a company easily gets lost in the huge population. Mobile technology has provided so much
convenience that majority of the customers prefer selecting and buying their stuffs or online booking
or scheduling on their phones. This means that it becomes essential for the businesses to maintain
their websites mobile friendly to stand out from populous competition.

3. Positive Involvement

Social media is a meaningful tool for getting involved with your customers to escalate the things
quickly. But, other channels are also required along with social media to keep customers
updated/informed and to maintain a positive customer experience. For example, in case of online
booking, the customer must be informed by some means regarding the booking status as well as
related details, customers must be reminded to pay their balance or if they are required to upload
any pre-event information. In these cases, e-mail or SMS play a significant role.

4. Provision of Live chat

Live chat is a perfect and convenient feature a website could possess as it helps the customers to
clear their doubts by answering to their questions during their purchase. Thus, sales could also get
improvised through live chat. Customer service agents having immense knowledge about the
products and services should employ this channel of live chat to yield better customer experience.

5. Consistent experience

Omnichannel is all about delivering a consistent experience to your clients irrespective of the
channels in which they are involved with you. Suppose you emailed regarding a brand to a prospect
who registered to your newsletter. After checking the email, they may go to your facebook page
having a different profile picture and so they would easily get confused and doubt about the validity
of the correct page. Thus, consistency plays a significant role not only in visual perspective but also in
terms of language or messaging across different channels. Just make sure that you’re telling a similar
story via different channels to all your customers present all over the world.