7 mistakes in using omni-channel approach Our last coffee break at InfoOwl finished with new article where we try to explain why it’s so important to use omni-channel approach to satisfy your customer.
Omni-channel (make it clickable for article about omni-channel) is coming after multi-channel communication, both of them are created to develop customer’s service and make clients more happy and satisfied.
But why do omni-channel approach nowadays become more important than multichannel?
Each year ways of communications between client and brand are growing and now customers not only reach company via email or contact forms but also chats, video chats, forums, SMS and social media. Using these types of communications without integrating them is not enough for total satisfaction and people demand more.
Today for customer it’s important to have immediate response from …show more content…
Anyway still huge percent of shoppers are not sure about online purchase and prefer to compare picture on web with real quality of goods before buying. What a pity when you come to real shop and see that online and offline offer quite different! Isn’t it offensive? Do retailers think people are stupid?
No one want to be cheated by “fake” offers and low quality of services and if you do so be sure sooner or later your customers are going to churn.
3. Integration of online and offline communication in company.
Did you have a situation when you contacted your internet provider several times and each time it was like they hear your request first time? We had the same!
It’s very important to create a customer database where employees who working with customers can add information about when did Mr.Smith called, what he was asking for and did his need was satisfied or not.
Even little information is critical if you want to increase customer’s happiness so don’t ignore surveys and other interactions with customers.
4. Special offer – special for
Omni-channel (make it clickable for article about omni-channel) is coming after multi-channel communication, both of them are created to develop customer’s service and make clients more happy and satisfied.
But why do omni-channel approach nowadays become more important than multichannel?
Each year ways of communications between client and brand are growing and now customers not only reach company via email or contact forms but also chats, video chats, forums, SMS and social media. Using these types of communications without integrating them is not enough for total satisfaction and people demand more.
Today for customer it’s important to have immediate response from …show more content…
Anyway still huge percent of shoppers are not sure about online purchase and prefer to compare picture on web with real quality of goods before buying. What a pity when you come to real shop and see that online and offline offer quite different! Isn’t it offensive? Do retailers think people are stupid?
No one want to be cheated by “fake” offers and low quality of services and if you do so be sure sooner or later your customers are going to churn.
3. Integration of online and offline communication in company.
Did you have a situation when you contacted your internet provider several times and each time it was like they hear your request first time? We had the same!
It’s very important to create a customer database where employees who working with customers can add information about when did Mr.Smith called, what he was asking for and did his need was satisfied or not.
Even little information is critical if you want to increase customer’s happiness so don’t ignore surveys and other interactions with customers.
4. Special offer – special for