What's Omnichannel?
Omnichannel is defined as a communication strategy that offers high-quality customer service that is seamless and requires minimal effort across various communication channels.
Main Features of the Omnichannel Approach
1. The same experience everywhere.
Customers can start communicating through one channel like the website and continue on a different one like WhatsApp, receiving unified support without losing information, coherently and seamlessly. This aims to provide a great service experience.
2. Communication through different means.
In the omnichannel strategy, all communication and sales channels are interconnected. This way, customer information, interaction history, and conversations are always available. This helps in better understanding the customer, their needs, and requests to satisfy them effectively.
3. Unified Communications
New communication mediums are constantly emerging, and everyone has their preferences. However, these different mediums such as WhatsApp, Facebook, Instagram, Telegram, and Web Chat are not interconnected and require different apps to be managed. A platform with unified communications allows handling all mediums from a single screen, making customer interactions easier, providing a communication history, and achieving more fluid communication with less staff.
4. Total Customer Satisfaction The goal of omnichannel communication is centered on maximizing customer convenience, allowing them to choose the communication channel that is most convenient without sacrificing the quality of the support received. This achieves:
a) Improving the customer experience. Providing a seamless experience with consistent levels of support increases satisfaction and loyalty.
b) Greater customer retention. With interconnected communication channels, companies can maintain closer relationships with higher levels of personalization.
c) Increased sales. Having more ways to communicate with the company and receiving excellent support in any channel naturally boosts sales.
d) Improved Marketing Strategies. Having centralized customer statistics and information allows for better marketing strategies and even personalized offers.
CloudChatbot is an Omnichannel Solution?
Indeed, our messaging platform is omnichannel, enabling you to offer an exceptional service that exceeds your customers' expectations, providing seamless and consistent communication.
From a single screen, you can view and manage conversations from WhatsApp, Facebook Messenger, Instagram, your website chat, and many more channels we have available.
Additionally, by integrating Artificial Intelligence, you can allow your team to focus on tasks that generate results and automate those that consume time and do not generate income.
All your customer information is stored centrally so you can review their history, create personalized offers, and improve your marketing strategy with the statistics we provide.
And as if that were not enough, you can create a virtual store with a product catalog and card payment for any of the communication channels we offer.
What's a Multichanel Strategy?
In a multichannel strategy, companies have various communication and sales channels, but they operate independently since experiences and data are not linked.
This is probably the way you are working, for example, allowing each salesperson to handle their WhatsApp. This way of working prevents you from monitoring what they do, exposes your customers' data because if the salesperson changes jobs, the customers could change along with them.
Furthermore, it generates a higher operational load because each communication channel has to be managed independently.