Why Should You Use an Omnichannel Communication Approach for Your Business

Research shows that 73% of customers use multiple channels to make their purchases. 

They can interact with your brand using, 

• Website
• Social media
• Email
• SMS
• Chatbots
• Offline stores

This is why the majority of businesses are now adopting the Omnichannel communication approach. 

Statistics show that companies that use this approach retain around 89% of their customers.

But what exactly is omnichannel communication, and what are its benefits? Keep reading to know more. 

What is Omnichannel Communication?

Omnichannel communication is a strategy where businesses interact with customers across various platforms, like,

• Social media
• Email
• Phone
• In-person visits

It helps to make sure that customers receive a consistent experience. This approach combines all channels, allowing customers to switch between them easily while maintaining the conversation’s context. 

Here’s an example:

A customer might research a product online, ask a question via chat, and then make a purchase in-store. 

Omnichannel customer communication has become very important for small and mid-size businesses. Here’s why you should adopt this approach:

• Omnichannel messaging boosts customer satisfaction and loyalty.
• It helps small and mid-size businesses sell more and earn more money.
• Customers enjoy smooth experiences on different communication platforms.
• It makes the brand look better and more trustworthy.
• Providing help to customers becomes easier and faster.

Benefits of Using Multiple Text-Based Communication

Here are the 4 main benefits of using multiple text-based channels or Omnichannel messaging for businesses:

1.  Clear and more effective communication

Omnichannel messaging means having one place where you can talk on all your business messengers and social media without any interruptions.

This helps you to communicate with your clients with a single app. For example – if a customer messages you on social media or via email, you will receive it on a single communication platform. 

It helps you to get a clear picture of what the client wants. You will get their entire chat history consolidated in one place. Businesses can use this approach to communicate more clearly and effectively with clients. 

2. Better customer service

Customers can contact you for many things, from inquiries to complaints. However, there is one thing they don’t like, and that’s late replies. 

If you want to offer better customer service, you must relay promptly all their messages. And that’s what Omnichannel communication solutions can help you with.

Nowadays, many companies are using a web-based chat center on their website to offer solutions to customers on the go, no matter which channel they are using. 

3. Increased sales opportunities

When businesses talk to clients on different platforms, they can reach more people and talk to potential customers better. This can help you sell more and make more money in the end.

When you communicate properly, it will make the customer feel valued and potentially increase brand loyalty. If you want to easily manage your sales funnel, you can try using free live chat software offered by Umnico. 

4. Simplified management

By using an Omnichannel messaging solution, you can easily manage all your customer conversations. You will get a centralized inbox for,

• Managing sales inquiries
• Customer support tickets
• Tracking progress
• Maintaining a history of interactions 

You can do all this without switching between different applications.

Wrapping Up

These are the 4 main reasons why you should start using the Omnichannel communication approach for your business. Nowadays, there are many tools and software available that can help you adopt this technique. Umnico, for example, offers an Omnichannel messaging solution that helps you to combine all your text-based communication in one place to offer better services to customers.