In a competitive economy, standing out from the crowd can be tough. With so many products and services in the marketplace, your brand can easily get lost in the shuffle. The experience that you provide can often be the key to winning valuable customers. Customer service is a tricky skill to master. It requires creating custom experiences for each unique customer’s needs. It’s also essential to address all of the channels you provide service through. Your company can be successful in using omnichannel technology to improve the experiences of your customers. By assessing how your various channels work together, you can ensure they are well integrated. You’ll also be able to find opportunities to better connect them to work for your customers.
What is Omnichannel Technology?
Omnichannel technology is a strategy that integrates all of your communication systems. It relies on each channel of your marketing to have strong connections to work together. The goal is to provide customers with a seamless and consistent experience no matter how they interact with your business.
Multichannel marketing includes getting your message to customers through multiple means like social media, email, mobile apps, and your website. Omnichannel marketing takes this a step further. It requires that all of these systems be interconnected in a complex web. This allows customers to move from channel to channel without interrupting the conversation or purchase process.
Highly Functional Website
The foundation of your omnichannel technology is likely your website. For many customers, this is often the preferred method for completing purchases. Making sure it’s high functioning and user-friendly is essential.
Your web design should be well thought out and reflect your brand. Everything from the colors and graphics to the font styles should be selected with your message in mind. This design should also be cohesive with elements in your other channels for a uniform look.
A lack of intuitive function can leave users frustrated. If they can’t easily make a purchase in a reasonable amount of time, they will often abandon the transaction. Make sure your website has features that make finding information easy and browsing products efficient. IT should also be easy to locate a way to communicate with your business.
Your website is an opportunity to provide ways to connect to your other technologies. Provide a link to download your mobile app. Have a quick and easy way to sign up for newsletters and to follow your social media pages. If you have physical locations, include an easy search tool to find them.
Intuitive Mobile Apps
Customers are on the go so much these days. They desire information at the touch of a button from anywhere. Your mobile app is a valuable tool to stay connected to your customers.
Make sure your mobile app is well integrated with your website. Customers should be able to start a transaction on the website and complete it on the app and vice versa. The mobile design should also include the same intuitive features as your website.
Mobile apps are a good opportunity to remind customers about your brand. Provide push notifications about news and products that appeal to them. Remind them to follow you on social media for more of the latest news.
Allow them to tailor the app’s settings to their preferences. Provide an easy to use chat feature so they can get information quickly. A mobile app gives you a unique opportunity to be part of the everyday lives of your customers and get to know them on a more personal level.
Adding Tech to Stores
Technology can provide tools for communication virtually. It can also enhance the in-person sales experience and provide a connection to your other channels. Adding technological features to physical locations can provide a more convenient shopping process.
QR codes on products can be a helpful feature. Customers can scan the code in your mobile app to learn more about it. The code can be linked to videos, reviews, and similar products.
Your mobile app can also be utilized to locate a product in the store. It can provide inventory information and recommend related items. You could also use it for customers to clip virtual coupons that can be scanned at the register. It could even allow them the means to complete their transaction independently.
A smart touchscreen kiosk can create an opportunity for self-service. Customers can quickly check the stock of items on your website or at other nearby physical locations. They can order the items they need, right there from the store.
Utilizing Social Media
Social media is one of the best marketing tools available. A successful campaign can create increased brand awareness and a larger customer base. You can also use it to encourage website visits.
Platforms like Facebook, Instagram, and Twitter are a great way to engage with customers. Creating unique posts can lead to commenting and sharing that will expand your reach. Running contests and sweepstakes can be successful in increasing the awareness of your brand.
You can also use social media to drive users to connect to your other channels. Provide a link to download your mobile app. Invite them to check out the newest products on your website. You can even target specific geographical locations that are in proximity to your physical locations.
Customer Service Options
Technology can provide various options for communication. Part of your omnichannel approach can be giving your customers the ability to contact you via different channels. Many customers have a specific communication method that they are most comfortable with.
Online chat tools are easy and convenient. They often allow for quicker response than email and encourage more dialogue. Consider adding chat functionality to both your website and mobile app to make yourself more available to customers.
Some customers are still more comfortable with finding solutions by phone. Your contact center should be integrated so employees can quickly see a customer’s preferences and past purchases. This allows them to tailor the conversation to the specific customer and more easily meet their needs.
Conclusion
Technology is a powerful tool in business. It allows you to connect with customers in multiple ways. Using different channels strategically together can help you create meaningful and satisfying experiences for your customer base.
You can build a strong omnichannel system from the website up. You’ll widen your audience with a strong social media presence and make purchasing more convenient through your mobile app. You can be innovative with how you connect and expand your technologies and your business will continue to grow along the way.