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What is an Omnichannel Customer Experience? What are some of its top benefits and best practices to imbibe it perfectly? Read on to discover your answers.
Tough times like COVID-19 have changed the general norms of business today. The new normal for the customers is to interact and shop with brands online. Having multiple channels to interact with customers is what the brands are striving for these days. 73% of the customers switch between an average of 4 channels during their purchase journey before they freeze their pick.
Simply put, this has amplified the demand for an omnichannel customer experience, a key trick that you must deploy in your business too. If you’re wondering how to do so, you have reached the right page. This blog will sail through what is meant by omnichannel customer experience, its top benefits, and best practices too.
Omnichannel Customer Experience means providing your customers with a unified experience across all or multiple channels that they use to interact with your brand. Just like the word suggests, omnichannel starts with being present and accessible to the customers so that they engage with you seamlessly. In the context of customer experience, omnichannel entices a convenient engagement across both online and offline modes for your customers. Look at this iScoop report that speaks about its massive impact.
This can surface all the touchpoints in a customer’s lifecycle that include: phone calls, live chats, social media channels, follow-up emails, and in-person assistance in the brick and mortar store too. Now, that we know what is omnichannel customer experience on a basic note, let us dive into some of its top benefits for better understanding.
An omnichannel customer experience aims to helps brands offer their customers a personalized approach through a smooth and seamless customer journey that triggers repeat purchases and loyalty. Imbibe the aforementioned steps and you stand a chance to achieve a true omnichannel experience. With an improved customer experience score, you will see a rise in growth and opportunities.
Simran hails from the content marketing backdrop with extensive knowledge in blogs, articles, and technical whitepapers in the non-fictional domain. She uses her ‘gift of the gab’ to explore new possibilities on her way and to make an exquisite impact on her readers. In her spare time, she likes to read journals on artificial intelligence or play with her cute kittens.
Published 20 May 2021, Updated 13 May 2022
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