There are several studies on what an omnichannel strategy is. But, regardless of the analysis, omnichannel is the joining of sales and communication channels with the aim of delivering a better experience to the customer.
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In a world with several communication channels, serving the customer with agility and excellence is essential for the success and competitiveness of the business in the long term.
A global study by Microsoft showed that 56% of consumers stopped buying a certain brand because of a negative customer service experience. Therefore, factors such as empathy, humanization and quality standardization in Customer Service (SAC) are so important.
Far beyond being present in all sales channels, it is important to know how to develop an omnichannel strategy that is in line with the company's reality and meets the particular needs of customers.
How to create an omnichannel strategy
- Analyze your service channels
Before creating an omnichannel strategy in communication channels, it is necessary to understand which platforms are most appropriate for the profile of the business and the customer itself. In the same way that Whatsapp is an application that facilitated the business world, email is still a widely used tool due to the ease and credibility of registration.
Invest in platforms that will bring returns and that will be useful for the operational team when it comes to serving customers with the highest quality.
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- meet the customer
There is no way to create an omnichannel strategy without knowing who the customer is. While there are people who can't live without a cell phone and prefer to do everything over the internet, there are even more careful consumers who need face-to-face or telephone contact. Once you understand these and other particularities of the public, it becomes easier to implement an omnichannel system that works.
- Train the service team
Invest in training for the team to be in tune, both online and offline. The consistency of information, as well as a well-defined quality standard, with problem solving, response time targets and differentials in the way of serving, contribute to delivering a positive experience for the consumer.
If the company's service is good, the organization's image will also have a positive public perception.