Overcome These 4 Brand and Consumer Pain Points with Omnichannel

Both brands and customers have their unique pain points. Consumers are frustrated by inconsistent experiences and delayed support responses. On the other hand, businesses need help with soaring cart abandonment […]

Both brands and customers have their unique pain points. Consumers are frustrated by inconsistent experiences and delayed support responses. On the other hand, businesses need help with soaring cart abandonment rates and overwhelmed customer support teams. Omnichannel strategies hold the key to solving challenges both companies and consumers face. 


What is an omnichannel strategy? 


Think of omnichannel like an orchestra. The strings and percussion may not sound so appealing on their own. But when melded with the brass and woodwinds, the four sections play harmoniously as a unified orchestra.

In omnichannel strategies, multiple channels operate cohesively. White individual platforms play pleasant melodies; together, they deliver spectacular symphonies that optimize audiences’ experiences.

This holistic approach allows brands to engage and support consumers across multiple channels and touchpoints. By having numerous platforms operate as a whole, omnichannel strategies break down silos, delivering cohesive experiences and stellar support on consumers’ platforms of choice.

Omnichannel tactics also benefit businesses, boosting customer loyalty, retention, and profits. Compared to brands with little or no omnichannel strategy, companies with complete omnichannel strategies were three times more likely to report significant annual revenue increases.

Here are four pain points omnichannel alleviates for both customers and brands.


4 pain points omnichannel strategies help solve 


1. Increasing consumer demands 

Today’s shoppers have increasingly uncompromising demands. Not only do they expect consistent experiences across all channels, but they also want these interactions to be hyper-personalized. About 66% of customers expect brands to understand their unique needs and desires. And 80% of consumers are likelier to purchase from companies that deliver personalized experiences.

Brands implementing omnichannel strategies will delight shoppers by engaging them on their favorite platforms. Businesses can use data in their customer relationship management (CRM) systems to segment audiences by demographics, prior purchasing behavior, or product views. Based on this information, they can tailor campaigns to specific shoppers. For instance, send individual customers SMS offers on items they’ve already expressed interest in.

These personalized experiences enable companies to meet—and even exceed—consumers’ lofty expectations.  

2. Poor CX 

Another prominent consumer pain point is poor customer experiences (CX). A shopper’s experience will make or break their loyalty to a brand. Customers will become frustrated and jump ship if their journey is full of inconsistencies. Almost 90% of customers will leave a brand after two poor experiences, and about half have already done so within the last year.

Fantastic CX benefits shoppers by making their journeys enjoyable and effortless. Businesses that deliver stellar customer experiences will also reap the rewards. With 91% of consumers stating that good CX makes waiting for their deliveries bearable, brands can maintain retention even during shipment delays.

Omnichannel strategies allow customers to connect with brands on their favorite channels. It also reduces friction by creating seamless transitions from channel to channel. This puts customers in the driver’s seat, allowing them to make purchases and interact with businesses how they want when they want. They can pick up where they left off on one platform and continue their conversations with brands on another.

Disney nailed omnichannel with its My Disney Experience tool. Park visitors were seamlessly synced across numerous channels to manage their experience and vacation easily.  

3. Overwhelmed customer support agents 

Not only does omnichannel improve CX, but it empowers employees. With most customers expecting immediate responses to their inquiries, customer support teams are struggling to keep up. And agents are getting bogged down with customers contacting brands on multiple channels.

Omnichannel can accelerate customer service response times through automation.  Brands with complete omnichannel strategies are twice as likely to respond to consumers in real-time. Businesses can set up automated SMS replies or use chatbots to address simple inquiries promptly. For more complicated concerns, shoppers can quickly connect to live agents.

4. Abandoned carts 

Almost 70% of consumers abandon their carts, costing brands $18 billion annually. Shoppers don’t complete their purchases for many reasons, including unexpectedly high costs, limited payment options, or just plain old forgetfulness.

Businesses can use omnichannel to overcome abandoned cart challenges. Almost two-thirds of customers will return to their abandoned carts after receiving an SMS reminder. Businesses can also allow customers to pay in the chat with multiple payment options or send personalized discounts to entice them to complete their purchases. 


Overcome challenging pain points with Mitto 


With Mitto’s advanced omnichannel tools, including Campaigns and Conversations, brands can alleviate pain points while helping customers solve theirs. Engage customers with personalized conversations and swift support across Facebook, Instagram, Viber, and WhatsApp. You can also craft personalized text messages, schedule SMS campaigns, and track results.

Contact Mitto today to learn what we can do for you.