Omnichannel customer experience is defined as a number of different touchpoints across the channels that connect to create a seamless customer experience.
In other words, users can pick up where they left off with a brand throughout their user journey irrespective of the type of device they use.
Omnichannel marketing is a related buzzword. Marketers often wrongly perceive it being interchangeable with an omnichannel experience.
Omnichannel marketing can be defined as sending promotional offers to users across integrated channels by leveraging existing data.
For example, you may receive a reminder email after abandoning a shopping cart.
Omnichannel vs Multichannel Experience
There is a notable difference between the omnichannel and multichannel customer experience. In the multichannel experience, there isn’t necessarily an integration of channels or devices, whereas it is a fundamental requirement of the former one.
All omnichannel experiences are multichannel but not every multichannel experience is omnichannel.
Omnichannel customer experience is still considered a developing trend as the technology underpinning it advances. Therefore, keeping in touch with optimization tips is vital to make sure you supercharge your CX plan.
4 Tips on Offering a Seamless Omnichannel Customer Experience
- Design a Customer Journey Map
Before implementing an omnichannel customer experience strategy, it’s important to collect data on users’ daily activities, usage of devices, access patterns, and so on.
To achieve that, a customer journey map is needed, showcasing the user journey from onboarding to sale. Based on the map and your requirements, you can create micro-segments of these users.
2. Leverage Modern-Day Chat Support Tools
As technology moves on leaps and bounds, you need to be on your toes regarding the constant upgrades and breakthrough innovations.
Especially when it comes to offering support, companies hop from one tool to another. To offer seamless support cross-device, you can opt for a live chat tool.
For more tips & examples of brands offering omnichannel experiences, head over below:
Originally Published On Acquire.io