What is Omni Channel Communications - Explained, the Easy Way!
Feb 28, 2022 4 min read
Successful small-scale businesses, MSMEs, start-ups, and big corporate companies have one thing in common- a unique Omnichannel strategy. Indeed, a big word to read- Omni Channel Strategy!
We will also discuss the functionality restrictions for various WhatsApp business API pricing at the end of this blog. Finally, you will learn about the pricing models and tips to choose the most affordable WhatsApp API pricing for notifications, support, and sales.
So, what is Omni Channel Strategy?
Omnichannel strategy means brainstorming ideas and plans, especially for marketing, to create a seamless experience for the customers across all the channels you share. For instance, if a customer is on Facebook, and your brand also markets through Facebook Marketing strategies, this is an excellent way to start Omni channel communications.
This process encompasses the online and offline touchpoints of your brand. That means, right from having a point-of-scale to an impressive Instagram post, Omni Channel means you are present exactly where your customers are!
And, What Payback do you expect to get with Omnichannel communications?
Indeed, businesses that choose Omnichannel communications witness over 91% greater customer retention rates. This is compared to the firms that don’t use Omni Channel communication strategies.
So, if you are considering Omnichannel for your brand, you should remember that there is no one-size fit! And, so we discuss the step-by-step way through which you can boost your company’s profit, sales, conversions, and more.
Omni Channel Communication Strategy: How to Start
There are three core elements in Omnichannel communications strategy. These are:
- Identifying the Communications Channel
- Build and maintain customer communications strategy (most important)
- Measure insights and business metrics
Why Omnichannel communications are essential for your business?
There are various aspects you should consider while exploring Omnichannel customer communications. Why? The Omni-presence of brands ensures accessibility across all the demographic regions and helps you reach your target audience. As a result, it is your best tool to keep your customers at the forefront.
So, here is a list of advantages you should expect while using Omnichannel customer communications.
Delivering Consistent Customer Experience
Your business should be where your customers already are! That means if they are on WhatsApp, create your brand presence on WhatsApp. You can use WhatsApp Business API with AI chatbots to gain an edge over your competitors. Most youths are now active on social media, including Twitter, Instagram, Facebook, etc. This is what we mean by Omni-presence.
There are no additional fees, apart from the pricing as per the agent.
With the help of Communication APIs, you can reach the right customers at the right time, thus enhancing your conversion and retention rates.
Access to proactively engage with customers
You can think of it as a never-ending circle of touchpoints. Therefore, it is beneficial to scale customer service over all the platforms. Today, where most businesses are ready to get AI chatbots replaced by 50% of customer service teams, many have fully automated their live chat and customer chat processes.
You can easily choose any or all of the following digital tools to enhance customer engagement for your brand.
Use of impressive visual engagement tool
Some tools enable the video-chat option. This will allow the customers to be at the forefront with all their feedback, queries, or requests.
Chatbot
The AI-powered chatbots are the best to help you defer customer requests by over 70%. Also, the chatbots collect the necessary data from the customers and help you remarket your brand’s products and services to them.
Live Customer Chat
If there are sales and support queries, you should prioritize them, irrespective of the volume. So, the live chat option is perfect for solving customers’ questions 24/7 with real-time solutions.
What do Omnichannel communications give you back?
Your business will be on the channels where your customers are! What can be more rewarding for a brand? Indeed, knowing your customers’ behavior, likes and dislikes, preferences, and options to cater to their needs at the right time, is all it takes to enhance your sales.
Secondly, you get unified data from all sources. For example, if you are doing brand marketing on WhatsApp, Facebook, and Twitter, you will access all customers’ data on a single intelligent dashboard.
Next, you gain profits as you reduce costs on customer acquisition. Using Omnichannel communication strategies, you can cut your expenses for multiple advertisements and campaigns to attract customers. Here, all you have to do is focus on the target audience and curate the best ways to get on their notifications panel- ethically!
Further, you have the flexibility to deliver suitable content time and again to the target audience. Although there will be a requirement to customize the content according to the collected customers’ data, you still gain the flexibility to cater to the different needs of the people.
Conclusion
Omnichannel communication is a boon for today’s digital businesses. Some years back, what was not possible is now possible with an advanced process. So, get the benefits of communicating with your customers to reflect your business revenue.
Start converting your brand’s visitors into customers today!
