Why to Message: How Omnichannel Will Benefit Your Brand

Harness the Power of Omnichannel

Today’s consumers want nothing short of a five-star experience when engaging with their favorite brands. These demands are on the rise, with over half of customer support and marketing teams believing that consumers’ expectations will only increase as we get deeper into the decade.

Brands that embrace omnichannel strategies can satiate these high demands while ensuring exceptional experiences for all customers. However, less than one-quarter of customer support and marketing teams have implemented a strategy that enables them to keep all touchpoints cohesive and in sync across the customer journey. As a result, they’re missing out big time.

Why omnichannel?

Brands that take an omnichannel approach to their customer engagement initiatives can effectively interact with consumers at every touchpoint and across all channels. This leaves no stone unturned, ensuring streamlined, personalized engagement regardless of what platform a customer is using.

Companies that have developed a mature omnichannel strategy can reduce churn, increase profits, and deepen brand-consumer relationships. According to Mitto’s findings, brands that efficiently leverage omnichannel strategies compared to businesses that don’t are:

2X

more likely to respond to customers in real-time or in less than an hour

3X

more likely to report a significant increase in revenue growth over the past year

3X

more likely to deliver a customer experience that deserves an ‘A’

3X

more likely to report that their investment into the customer experience will increase

4X

more likely to report extremely loyal customers

Navigating an ever-evolving communication landscape

The ways customers interact with businesses are shifting

Instead of walking through the doors of a storefront or calling a business on the telephone during regular business hours, consumers expect brands to be available 24/7 across all digital communication channels.

An omnichannel strategy allows brands to provide ongoing support and instantaneous communications around the clock.

Instead of remediating issues over the phone, customer support and marketing teams are now using SMS and Google Business to quickly address concerns and answer questions.

Brands can also use chatbots to promptly answer common, straightforward questions.

For more complicated inquiries, the customer can seamlessly be transitioned from engaging with a bot to a live agent.

Conquering the chaos year-round

Taking an omnichannel approach to customer support is important when delivering reliable, 24/7/365 customer experience. Trying to mitigate shipping delays, inventory shortages, and other culprits of customer frustration can easily overwhelm your customer support team.

With an omnichannel approach, brands can guarantee a phenomenal customer experience even during the most hectic times of year while alleviating the burdens of their customer service associates. That’s because omnichannel communications provide:

Immediate resolutions to customer concerns

Ongoing support and transparent communications

Personalized customer interactions

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Moreover, customer support teams that have implemented a mature omnichannel strategy are over 2x more likely to improve self-service and optimize support processes ahead of hectic business periods.

By using omnichannel strategies, brands can exceed customers’ expectations, deliver unforgettable customer experiences, and crush your goals year-round.

To discover how omnichannel can help your brand succeed

download the free report now

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Posted on October 2, 2023