Nowadays, customer loyalty is more vital than ever before. Slightly growing your customer retention will increases your business revenues by approximately 60%. Yet as many as 55% of consumers actively take steps to switch brands even when pleased by their purchases.
The ease and personalization of the shopping experience affect the buying choices of today’s most powerful consumer segments more than any other characteristic.
What is an Omnichannel Platform?
An omnichannel platform lets you seamlessly unify all messaging with an existing and or intended customer across all existing communication channels. This strategy is indispensable, as more than 80% of consumers use various channels to engage a business when making an acquiring choice.
Moreover, an omnichannel platform includes an important aspect of collecting and sharing data among diverse sales channels. The outcome of this practice is substantial that more than 70% of consumers now expect consistent and effective communication across all channels and platforms, whether in-person, by phone, email, chat, or social media. Being available and providing appropriate responses via a wide variation of channels allows brands to reach potential prospects. An omnichannel platform includes information sharing across those spaces that permits brands to engage prospects through any channel they want to use, actively bringing down the barriers to effective communication. This will obviously result in a rise in the conversion rate of customer service dialogs.
How an Omnichannel Platform Can Help Your Business?
One of the greatest and effective approaches to engage with today’s clients count on the omnichannel platform productivity. Generating a seamless customer experience across the favorable channels is a significance to rise satisfaction, retention, and cost-effectiveness. Once deployed effectively omnichannel platform can be a vital solution for growth for brands.
Revenue Growth- Omnichannel customers usually spend 7 % more, on typical, during in-store shopping journeys and much more online than clients who only used a sole channel.
The normal omnichannel client also consumed more in the future, with the vendor over the following 8 months, and they even bought 20% more substances, as compared to those who used just one single channel. These facts and figures are a decent motive to capitalize on an omnichannel platform that will pay for itself and will generate profits for your business.
Customer Self-Service- Nowadays, customers consider self-service as a very appropriate alternative in their shopping behaviors. New channels generate innovative touchpoints and new occasions to engage with customers.
Thanks to digital supporters, customers are more ready than they’ve ever been to adopt a self-service which makes them feel more autonomous and freer at the same time, it also allows your business to stay in touch and collect feedback from customers.
If customers can get relevant and effective responses to their queries without taking up your agents’ time and resources, it increases your business efficiency and customer satisfaction at the same time.
Reduce Customer Response Time- Customers associate quicker wait times in service interactions with a better sense of convenience. In fact, customers’ major frustration when contacting customer care agents is a lack of instantly presented support. Though most customers do have different hopes for different communication channels. Customers want, overall, to feel that a business values their precious time.
Implementing the Right Omnichannel Platform
The spot of a well-implemented omnichannel platform is seamless real-time communication between all teams and departments.
The strategy of a supreme omnichannel platform should provide its users fast & easy access to the entire customer engagement journey, including interaction with all available platforms and communication history through understandable analytical dashboards.