Omnichannel understands this perfectly and seeks to ensure that an online business always offers the best communication channel to resolve doubts and concerns.
Losing a sales opportunity by not being on top of your eCommerce or by failing to provide the correct information to the user who is looking for it is unforgivable for omnichannel.
A detailed study
A study carried out last year by the marketing expert firm, Spider, called: “Evolution of the customer experience towards the omnichannel model” for the benefit of a software platform that managed interactions “the preferred channels to contact companies are the telephone (82%) and email (62%), followed by “face to face” (40%), social networks (Facebook is the most used: 20%) and, to a lesser extent, SMS (15%)”.
Adapting to the medium that best suits a consumer is the most important decision you can make for the benefit of sales and is key to building a long-term relationship.
In short, the definition of omnichannel can be summarized in the intention of unifying all channels to efficiently give the correct message so that the customer feels comfortable and satisfied when communicating through any means .
For this, good coordination by all those involved in the company is important.
History
The concept of omnichannel was first introduced to the marketing world in 2010. It was designed to describe a shopping experience that extends beyond multi-channel retailing.
An ideal omnichannel shopping experience would be accessible to customers across all platforms, from traditional media to text messages, emails, etc.
In September 2010, an IDC Retail Insights report predicted a strong reliance on crypto email list omnichannel for successful retailers in the years to come.
According to the report, retailers using multi-channel strategies in 2010 saw a 15-35% increase in average transaction size, along with a 5-10% increase in profitability from loyal customers.
The same company in the study cited the growing e-commerce market as the key reason why retailers need to implement omnichannel strategies.
Despite its introduction almost 5 years ago, omnichannel did not receive the attention it deserved until a few years later.
In 2013, omnichannel became a buzzword for both retailers and consumers.
That same year, a Huffington Post article said that the rise of omnichannel was due to the increase in smartphones.
This is because consumers mostly used their devices to research competitive prices while in a store and compare the cheapest option.
So as smartphone sales continue to completely eclipse traditional cell phone sales, showrooming continues to rise, prompting more retailers to implement omnichannel practices.
