3 Ways to Improve the Omni-Channel Customer Experience
The term Omnichannel Customer Experience focuses on providing a seamless experience for a customer by accessing certain activities from different platforms.
It is easier to say than to accomplish.
The operating system of a Business needs to recreate an activity that engages with the customer, by using multiple channels, with the purpose to develop a unified marketing response, using the strengths of each different channel.
For example, the strategic employment of an Instagram account would improve the visibility of a business and ensure a quick customer's response through direct messaging, as well as a WhatsApp Business Account.
Another great example could be to provide assistance during a purchase in several ways; a live chat that can deliver a quick maintenance service in solving an issue for the customer. A direct office number to dial for specific information regarding an order. It could also be beneficial to integrate a FAQ section which the customer can consult on the spot, while filling the cart, or before deciding to be serviced by that business.
The marketing responses deriving from the omnichannel activity targets the customer experience, and if done correctly, it provides quality marketing responses.
This is the reason why many companies invest in the omnichannel experience.
How can we maximise the benefit of the omnichannel experience?
Here are 5 tips you should follow to enhance the customer experience using an omnichannel strategy.
1. UNDERSTAND YOUR CUSTOMER
It seems superfluous, but it's actually the first step towards embracing the benefit of the multichannel experience. What is the weak point of your company? Long queues? A slow deliverance of the service?
Understand what your customer does not like about your service and provide him/her with a better solution; build a mobile app where they can reserve an appointment, or pay in advance and come to collect.
Make it easy and fun for customers to choose your service!
Starbucks was genial to develop a loyalty reward program, through an app that not only makes automatic transactions, and permits customers to cut long waiting periods. It is also fun and engaging for a customer to own a loyalty discount and to be able to save up for small rewards, such as a free cup of coffee, or a Starbucks reusable mug.
2. CUSTOMISE YOUR CLIENT'S EXPERIENCE
After you understand your customer's needs, it's easier to introduce a digital experience for them to recreate a personalised shopping system, a tailored virtual tour, where one selects only their favourite features... Provide a unique experience for your customer, drawing examples from Disney and it is My Disney Experience program, where after booking a trip, the customers can plan their trip across their favourite attractions, restaurants, and shops.
3. VARIETY OF PAYING METHODS.
It is important to insert a variety of different paying methods, to allow the customer to engage in both online and in-store service. One can select online payment, through a website. If this is something you're going to be implementing, then you’ll probably want to build a stellar iframe payment page where the customer can be redirected to secure methods of online payment, such as Nexy Business, which is super quick, or Stripe, which is safe and easy for American Express. Otherwise, you should accept in-store payments, to privilege the comfort of stepping by a shop and paying cash.
Another method which can be even more secure, because the customer does not need to provide the CVV number, is by setting up a call, asking a customer assistant to charge the amount of the money of the order from the office; by using a POS they can directly charge the exact amount by using the 16th number of the debit/credit card and the expiry date.
