Omnichannel is the integration of all existing customer service channels, i.e. telephone, emails, chats, social networks, among others .
By achieving this powerful fusion, the goal is that if a customer started contact with the company through one channel, they can continue it through another without any inconvenience.
The idea of omnichannel is also to create a pleasant, friendly, close and, above all, efficient user experience .
For an eCommerce, omnichannel means taking advantage of any purchase opportunity a user has, that is, being there at all times, hours and circumstances to serve them appropriately.
This is taking into account that today's buyer connects from any algeria whatsapp resource device, be it a mobile phone, tablet or computer, and is always online, viewing offers and evaluating possibilities of purchasing a product.
Omnichannel understands this perfectly and seeks to ensure that an online business always offers the best communication channel to resolve doubts and concerns.
Losing a sales opportunity by not being on top of your eCommerce or by failing to provide the correct information to the user who is looking for it is unforgivable for omnichannel.
A detailed study
A study carried out last year by the marketing expert firm, Spider, called: “Evolution of the customer experience towards the omnichannel model” for the benefit of a software platform that managed interactions “the preferred channels to contact companies are the telephone (82%) and email (62%), followed by “face to face” (40%), social networks (Facebook is the most used: 20%) and, to a lesser extent, SMS (15%)”.
Adapting to the medium that best suits a consumer is the most important decision you can make for the benefit of sales and is key to building a long-term relationship.
In short, the definition of omnichannel can be summarized in the intention of unifying all channels to efficiently give the correct message so that the customer feels comfortable and satisfied when communicating through any means .
For this, good coordination by all those involved in the company is important.