Getting to Know Omnichannel Marketing Strategies

Reaching many customers across multiple channels and getting high customer satisfaction is the goal of all businesses. One strategy or way to reach many customers at the same time on various channels or channels with a high level of customer satisfaction is to use an omnichannel strategy.

          What it is omnichannel marketing? What are the advantages? And how does it work? To find out, make sure you read the article that has been us Prepare this to the end.

What is Omnichannel?

          Omni channel or omnichannel marketing is a strategy to improve the high-quality customer experience across the various communication media channels that customers use. Unlike multichannel, omnichannel is a broader stage of multichannel evolution.

          Omnichannel comes from two words, namely omni and channel. Omni means all or universal. While a channel is a channel. This means combining all channels (channels/media), where customers can find and connect with businesses in various channels such as multichannel but with a better and higher level of customer experience.

          Omnichannel marketing is an advanced stage of the multichannel evolution: broader, updated in real-time to its end-users. Omnichannel combines the most relevant communication channels at one time with customers. Instead of working in parallel, its communication channels and support resources are designed to work together.

How it works

          The way it works is by integrating various communication channels into 1 (one) platform. That way, your staff can effectively answer all customer questions from various channels. Because they can see all incoming messages in the same 1 page.

          Try to compare the difference between these two companies: A and B. Company A uses omnichannel in its business. With the app, business staff are able to respond quickly to customers. The distribution of customer messages is also evenly divided. So that there are no staff whose work is overloud.

          By using this strategy, your staff is able to answer all customer questions from a variety of different communication channels. Result? Undoubtedly, company A's customers are very satisfied.

          In contrast, company B does not use omnichannel. However, they follow the same social media developments as company A. As a result, company B's staff need to open business accounts one by one from various communication channels. Don't ask, whether it's troublesome or not. Of course, it is troublesome. Especially if there are a lot of incoming messages.

          As a result, company B's customer felt that company B's staff was unresponsive. In fact, the company's staff has tried their best to answer customer questions.

          At first glance, omnichannel works similar to multichannel, which uses a wide variety of media to capture and interact with customers. However, in omnichannel, all communication channels can be integrated with each other. Meanwhile, multichannel cannot be integrated.

What is the Difference Between Omnichannel and Multichannel

          Multichannel is a business strategy that uses many channels to carry out the sales process of its business.  However, unlike omnichannel which can be integrated, multichannel cannot be integrated. So that the channel stands alone.

          Multichannel It originally referred to a marketing campaign that included print ads (newspapers and magazines), television ads, radio ads, and maybe even phone calls. The popularity of the channel increased and shrank, some gaining an edge while others declined.

          And, currently people use smartphones and the internet more. Less in listening to the radio, watching television, or reading print media such as newspapers/magazines. So marketing media has shifted to the most popular media used by the public.

          In short, the difference between multichannel and omnichannel is that multichannel is a medium in marketing, namely 'channel', where the product/service is marketed in more than one media. Therefore, it is called 'multi'.

Omnichannel

          Meanwhile, omnichannel is not a medium. So that it does not change the nature of technology or any approach called multichannel. Omnichannel does not discriminate where the product/service is marketed. Everything is integrated and can be connected through one system called omnichannel, starting from phone calls, SMS, email, WhatsApp, Facebook Message, Instagram Direct Message, and others.

          An omnichannel strategy works by connecting all of your business's different channels. For example, an owner of an online clothing store uses Instagram and creates an Instagram business account that contains photos of the products sold in his store. Not only that, but he also connects his Instagram account with other online store accounts. Next, there is a customer visiting the store owner's account.

          Customers see interesting clothes on that account. However, in the post there is only a little information about the clothes she wants. With the omnichannel application, customers can directly open the online store website and see in detail the bag product of their dreams. Including the stock in the store.

          After feeling that it matches the specifications of the goods and the price, the customer makes a purchase transaction. So that with the omnichannel application, customers can easily find out various information about the desired product from one channel to the channel

Then, what are the benefits for sellers?

          For online store owners, the existence of this marketing strategy can make business people immediately know what products their customers will buy. Store owners can also find out what activities are done by buyers before visiting the store and deciding to buy. In this case, omnichannel can collect customer data from store owners.

          Not only that, this strategy is able to integrate communication services in one platform. So, if there are questions or complaints from incoming customers, they can be responded to quickly without having to bother opening the entire business account application.

         This strategy effectively brings together all communication channels in one page and simplifies the company's interaction with customers. For example, broadcasting network companies.

          This will provide an opportunity for viewers to connect to various channels. These channels are handled by trained and efficient community managers who are adept at handling a wide range of queries and communications which ultimately provide an audience of clients with a great customer experience.

Berikut ini beberapa manfaat dan keunggulan dari menggunakan strategi omnichannel:

          1. Expanding Customer Reach

          Omnichannel marketing can reach more customers from different communication channels. All messages will go into one page. It makes it easy for your staff to make offers easily in just one click, reach out to multiple customers & respond to customer messages quickly. And customer information data will be stored neatly in the system

          2. Increase Customer Satisfaction

          Broadly speaking, this system helps your staff to increase customer satisfaction and increase customer trust levels. Every customer expects the best service from the company. With this system, you can realize the expectations of these customers.

          3. Increase Customer Recommendations

          If many satisfied customers are satisfied, your company's brand will skyrocket. From there you can get many other customers. It is constantly repeated.

          The customer recommends your company to his or her friends. His friend is interested and tries to book in your company. The person also feels satisfied with the service at your company and recommends it again to others.

          4. Increase Work Efficiency

          The ease of application increases the work efficiency of your staff. Say goodbye to manual means. With this system, your staff is able to record customer information data in real time.

          If there is a problem, your department head can immediately know about it. Problem handling becomes faster. Your customers also don't have to wait long. Thus this system offers a centralized database for your company.

          Using omnichannel applications, you can achieve customer satisfaction by:

The types of omnichannel are:

          1. Omnichannel Call Center

          An omnichannel call center is a telephone service center that uses an omnichannel approach in providing services to customers. With Omnichannel call, it can provide a good experience to customers. So that it is able to increase business services and sales. With an omnichannel call center, you can record every conversation between agents and customers. So, you can evaluate to provide even better service. There are various omnichannel call center features that can help your business agent efficiency. For example:

• Campaign Call: Automatically calls customers one by one, in turn.
• Predictive Caller: Able to predict when the agent's call will end to go to the next call.
• Recording: Record every conversation conducted by the agent.
• Spy Call: Sneak into a conversation whose extition is active.
• Whisper Call: Enters into conversations between agents and customers and can communicate with agents, without being known or heard by customers.

          2. Omnichannel Social Media

          Omnichannel social media, which is a chat service system that uses an omnichannel approach in providing services to customers on various social media. Social media that can be integrated, such as Instagram, Facebook, Telegram, and Line. It aims to make it easier for customers to communicate with businesses and get the support they need. Customers can easily use their desired social media to contact your business. Not only that, but it is also able to store the entire history of conversations between the business and the agent.

          3. Omnichannel E-Commerce

          Omnichannel social media, which is a chat service system that uses an omnichannel approach in providing services to customers on various social media. Social media that can be integrated, such as Instagram, Facebook, Telegram, and Line. It aims to make it easier for customers to communicate with businesses and get the support they need. Customers can easily use their desired social media to contact your business. Not only that, but it is also able to store the entire history of conversations between the business and the agent.