Omnichannel marketing represents a strategy, a comprehensive approach that aims to communicate effectively with the customer through all available channels. Sharing information in a unified, interconnected way, while at the same time allowing them to reach us. In a way that suits them. The history of interactions should then come together to form a coherent whole. Omnichannel assigns work to agents in real time. It routes objects, such as chats, cases, leads or social media posts, as units of work to agents based on configured criteria.

Advantages of omnichannel marketing

Most brands today agree that an omnichannel approach can deliver the best results. Implementing an omnichannel approach is far from easy, but if done correctly, it offers a number of benefits. Today’s consumers are used to being bombarded with messages from different brands and are therefore increasingly selective about which brands they choose to work with. Creating multi-channel customer engagement can act as a brand differentiator and deliver the following benefits:

• Better customer experience – Because omnichannel focuses on individual experience across devices, not channels, the customer experience (CX) is better. By focusing on the customer instead of the platform, companies can achieve higher sales and better customer retention rates.
• Cohesive strategy and brand identity – Creating a unified strategy across channels means building an easily identifiable brand image and tone. Organizations should base this image on the core needs and values of the audience. Focusing on the overall experience and working within brand principles across channels will lead to a more comprehensive brand strategy that translates into greater loyalty and more targeted communications.
  Increase revenue – An omnichannel approach encourages customers to engage with the brand across multiple touchpoints and channels. This increased and varied engagement at every stage of the buyer’s journey can help increase revenue, as research shows that customers who engage with multiple touchpoints typically experience 30% more value. This more targeted communication also builds loyalty, making it more likely that a customer will purchase from your brand again. Repeat customers make up 40% of revenue on average, even though they make up a smaller portion of your consumer base.
• Better attribution data – Truly Omnidirectional communication shouldn’t just be about the user’s experience with your brand, but also about data analysis. By tracking engagement across channels, brands can better understand what the customer journey looks like, when and where consumers engage most often, and which campaigns have created the most value. All of this data can be fed back into strategy to create more targeted campaigns and optimize media spending.