Omni-Channel Customer Service

Omni-Channel Customer Service

Omni-Channel Customer Service Explained – Why It is So Important

“Omni-channel” has become a commonly and perhaps overused buzzword among every customer-facing industry. Depending on who you ask and the context in question, the phrase can mean different things to different departments (product, marketing, sales, customer support etc.). One thing is for certain and remains true across the board: there has never been so many ways that customers can engage with your business and companies are increasingly challenged with delivering seamless support to every possible channel.

What is Omnichannel?

The omni-channel experience is a multi-channel approach to marketing, selling, and serving customers in a way that creates an integrated and cohesive customer experience no matter how or where a customer reaches out.

At its core, omni-channel is defined as a multi-channel sales approach that provides the customer with an integrated customer experience. The customer can be shopping online from a desktop or mobile device, or by telephone, or in a bricks and mortar store and the experience would be seamless.

It’s important here to distinguish an omni-channel experience from a multi-channel experience. Essentially, it comes down to the depth of the integration.

How to Build Your Omni-Channel Experience Strategy

Every venture must develop its own unique omni-channel experience strategy, and you’ll need to work closely with several departments in your company to develop this winning strategy. While building your own program, look to the following stakeholders.

Once everyone understands the goals and objectives of your omni-channel initiative, you can start planning your transition to this model. Including these departments early on will make it easier as you try to shift into an omni-channel way of doing things — it’s less of a headache down the road when you get people excited in the beginning.

Omni-Channel Customer Service Explained