How to implement and implement omnichannel

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This approach is considered not quite relevant and simpler. The main goal of its use is to implement as many new communication channels as possible in order not to lose a single client and increase sales. Since everyone has different preferences. Some want to leave requests exclusively in the chat, while others are used to talking only on the phone.

Omnichannel and multichannel main differences:


Let's give an example of multichannel. The client wrote in a pop-up window on the company's website and asked a non-standard question. The operator could not answer it and asked to write the same thing to a special corporate email: the manager cannot transfer your request from the chat.

If we consider the main difference of omnichannel, then the employee could forward the request to the support service and tell how long to wait for the answer.

The implementation of an omnichannel approach requires careful preparation, since this tool, first of all, affects all key aspects of the company's interaction with customers. Next, we will consider a simple and effective algorithm consisting of several well-structured steps that will allow you to implement omnichannel solutions in your business.

Step 1: Selecting Company Channels and Setting Up the Customer Journey
To implement omnichannel, you first need to analyze your audience and understand which marketing communication channels are preferable for them. You should not use dozens of communication sources and spend a lot of resources. This will complicate the creation of a single seamless space.

It is better to choose the most convenient for you and in-demand communication sri lanka phone number list channels for your clients: chat on the website, email, application and social networks. Web analytics services and CRM data will help you choose the most relevant communication channels.


Step 2: Find a platform
Next, you need to find a tool that will help make an omnichannel system. Usually, these are third-party platforms, software that you connect to your large business system. With the help of such software, you will be able to combine all communication channels with the client, store user data, provide support and automate many processes.

All information received from the client from various sources “flows” into such a space: email messages, conversations in messengers , any phone call, and so on.

Before choosing an omnichannel platform, collect information about contractors and determine which software will suit your needs, the specifics of your business and clients.