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How to improve your
Omnichannel
customer experience

SONIA VITIELLO| the 14th of Feb 2022

How important is customer service for your business?

Offering good customer support is the key to your business growth.

There are many ways to improve customer service and it's easy to get lost in the information flow.

My mission here is to give you some advice, on how to assure a 5-star service to your customers, through the use of omnichannel.

What to consider?

Before starting your business, you were a customer. You searched on Google and checked for other customers' reviews prior to charging for a product.

Once in a while, you also asked for customer support to have more information.

How did you find that service? Was it easy to find the product/service you were looking for?

Did the customer support team help you when needed?

Those are all the questions that help you to understand how customer support and omnichannel are essential for customers and business owners.

Now it’s your turn to give great customer service elevate your income and improve your omnichannel experience.

What is Omnichannel?

The use of the Omnichannel is one of the most efficient ways to give great customer service and grow your business

Omnichannel is when a customer can interact with your business across multiple channels as part of one seamless customer journey.

How does it work?

Here is a perfect example of an omnichannel customer experience.

Imagine that a customer “Peter” clicks on a Facebook ad for a plant and the ad takes him to the company's website. The plant he likes is not in stock online, he speaks to an agent on live chat, to see when it will be back in stock. The agent tells him that the plant is available in his nearest store. The agent reserves the plant and “Peter” goes to collect it from the store, the next day.

Peter has different touchpoints with the company, each one connected to the next, to give him a seamless journey.

Why should Omnichannel be implemented in customer experience?

The world is going in a three-dimensional way: physical, mobile, and online web world.

The customer expects that whether they are in-store, on mobile, or online, the service will be the same. That’s exactly what the omnichannel is for: connect these experiences and make your customers satisfied.

Is not easy to implement the Omnichannel, especially if you have more channels. You need to ensure the same efficient support.

It is frustrating when a customer is excited about a product but can’t connect with the supplier to get more information.

Or they succeed in finding a channel to connect but they get no answer back.

Note that companies with strong omnichannel customer engagement see a 9.5% increase in annual revenue.

40% of customers say that they won’t do business with companies if they can’t use their preferred channels.

Omnichannel helps small businesses to better understand customers while interacting with them in a more proactive manner. It may be through phone calls, text messages, emails, social media, website live chat, and more.

If you are able to connect these experiences and make your customer satisfied you are the winner.

How to improve your omnichannel customer experience?

Offering good customer support is the key to your business growth and there are many ways to improve it.

Before offering customer support, you should know your target audience. Indeed, based on your customer's age, sex, interests, and culture, you can choose the best tool to communicate with them. The way you speak and the words you use have an impact on the customer
Customer support should be available through every channel you offer to your customers. Whether they are browsing your website, social media pages, or mobile app, customers should be able to contact you without leaving that channel. That’s why you want to make sure that your website adapts to fit different screen sizes and is mobile-friendly. In fact, the most used tool to conduct web research and purchases is the mobile phone.
But most importantly, be caring. The customer appreciates your kind words.

Remember you are a customer too, and you know how much you appreciate the

help and kindness you receive while trying to make a purchase.

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How to improve your Omnichannel customer experience

SONIA VITIELLO| the 14th of Feb 2022

How important is customer service for your business?

Offering good customer support is the key to your business growth.

There are many ways to improve customer service and it's easy to get lost in the information flow.

​

My mission here is to give you some advice, on how to assure a 5-star service to your customers, through the use of omnichannel.

What to consider?

Before starting your business, you were a customer. You searched on Google and checked for other customers' reviews prior to charging for a product.

Once in a while, you also asked for customer support to have more information.

​

How did you find that service? Was it easy to find the product/service you were looking for?

Did the customer support team help you when needed?

​

Those are all the questions that help you to understand how customer support and omnichannel are essential for customers and business owners.

​

Now it’s your turn to give great customer service elevate your income and improve your omnichannel experience.

What is Omnichannel?

The use of the Omnichannel is one of the most efficient ways to give great customer service and grow your business

Omnichannel is when a customer can interact with your business across multiple channels as part of one seamless customer journey.

How does it work?

Here is a perfect example of an omnichannel customer experience.

Peter has different touchpoints with the company, each one connected to the next, to give him a seamless journey.

Why should Omnichannel be implemented in customer experience?

The world is going in a three-dimensional way: physical, mobile, and online web world.

The customer expects that whether they are in-store, on mobile, or online, the service will be the same. That’s exactly what the omnichannel is for: connect these experiences and make your customers satisfied.

Is not easy to implement the Omnichannel, especially if you have more channels. You need to ensure the same efficient support.

It is frustrating when a customer is excited about a product but can’t connect with the supplier to get more information.

Or they succeed in finding a channel to connect but they get no answer back.

​

Note that companies with strong omnichannel customer engagement see a 9.5% increase in annual revenue.

40% of customers say that they won’t do business with companies if they can’t use their preferred channels.

​Omnichannel helps small businesses to better understand customers while interacting with them in a more proactive manner. It may be through phone calls, text messages, emails, social media, website live chat, and more.

If you are able to connect these experiences and make your customer satisfied you are the winner.

​

How to improve your omnichannel customer experience?

Offering good customer support is the key to your business growth and there are many ways to improve it.

Before offering customer support, you should know your target audience. Indeed, based on your customer's age, sex, interests, and culture, you can choose the best tool to communicate with them. The way you speak and the words you use have an impact on the customer

But most importantly, be caring. The customer appreciates your kind words.

Remember you are a customer too, and you know how much you appreciate the

help and kindness you receive while trying to make a purchase.

How to improve your
Omnichannel
customer experience

Omnichannel helps small businesses to better understand customers while interacting with them in a more proactive manner. It may be through phone calls, text messages, emails, social media, website live chat, and more.