The Growth of Omnichannel Customer Experience [Infographic]

Rakesh Soni — May 30, 2020

Siloed marketing, sales, and support services are a thing of the past.

We are in the age of super apps and all-in-one devices. So why should our Customer Experience channels be any different? As customers become more technologically equipped, their expectations from marketing and support channels rise exponentially.

Customers now want to reach you through any of the communication mediums at their disposal and expect you to remember the conversation thread. 62% of customers expect companies to adapt and respond based on prior interactions and provide a more personalized experience.

However, only limited brands successfully deliver the seamless omnichannel experience that customers are looking for.

What is Omnichannel Digital Experience?

Omnichannel customer experience is a multivariate approach to advertising and supporting customers across diverse marketing touchpoints.

This means a customer can communicate using any of the devices like desktop, phone call, SMS, social media channel, or going to an offline store while still enjoying the comfort of talking to the same virtual agent who has the context of prior conversations, whatever be the channel.

Customer contacts shouldn’t be viewed in isolation but looked like part of a customer journey. These contacts comprise a series of handshakes through digital and traditional channels, which can vary across different customer types. Hence, it requires a nuanced approach to understand customer’s needs and expectations.

How critical it is for companies to deliver an omnichannel experience

Companies that provide excellent customer experience tend to outperform competitors as they ride on the shoulders of happy customers. One of the experts, Esteban Kolsky, reveals that 72% of customers are likely to share their positive experiences with six or more people. This is likely to improve customer satisfaction and retention and lower the cost of customer acquisition. Customers are also more likely to develop brand loyalty and purchase more products.

Benefits of Omnichannel Experience

• Customers can start and complete purchases on different channels.
• Better customer engagement.
• Automated processes bring happier customers.
• Reduces back-office complexities due to a simpler customer journey.
• Continuous scope of relevance, reliability, and system refinement.
• It aligns processes and strategies to fulfill customer expectations and generate more leads.
• Brands can interact with customers in real-time.

Check out the infographic to know more about omnichannel customer experience, the infographic is created by LoginRadius, a customer identity and access management provider.

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