What is omni channel communication?

Omni channel communication is a strategy that companies can do to connect with customers through various communication channels, such as websites, smartphone applications, social media, to phone calls, to improve customer experience.  

Omni channel communication can be a single point system that functions to optimize the interaction between the company and its customers collectively, regardless of the communication channel used. 

Differences between omni channel communication and multi channel communication

The terms omni channel communication and multichannel communication are often considered the same. In fact, there are several things that distinguish the two. 

Omni channel communication looks at a brand from a customer's perspective. Each customer interaction will be aligned with the message and goals of the company, regardless of the communication channel used. 

Not only that, omni-channel communication can also collect insights related to customer data through various platforms used. So, companies can understand consumers' purchasing behavior.

On the other hand, multichannel communication refers to several communication channels for having conversations with customers. This approach is used by most modern businesses to engage with customers.

Although multichannel communication is considered a good way to communicate with customers, the communication channels used are often interrupted and cause customers confusion and potentially result in a poor customer experience.

Benefits of omni channel communication for business continuity

Modern customers expect 24/7 customer service and personalized personalized communications. If the company fails in meeting these customer expectations, do not be surprised if they start to abandon your products. 

The good news is that omni-channel communication can help you meet these customer expectations.

Here are some reasons why omni-channel communication is important for business continuity:

1. Maintain consistency while improving customer experience

By implementing omni-channel communication, companies can maintain consistency and improve customer experience for customers. 

In addition, omni-channel communication also makes it easier for companies to know what communication channels customers will use to contact you. 

In addition, omni channel communication can help you find insights about what customers want through direct communication with consumers. 

2. Increase the speed of response to inquiries from customers

When customers have questions or complaints about your products, they want to get a quick response. 

Don't worry, omni channel communication can help your company's business in answering all customer questions and complaints quickly. 

The reason is, omni channel communication has various features that can be used by companies to answer questions and complaints from consumers, including visual engagement tools, live chat with customer service reps (CSRs), chatbots that are ready to answer questions 24/7, to self-service options.  

3. Improve the company's service to customers

Omni channel communications can help your  company unify multiple communication channels into easy-to-understand data. Of course this can reduce difficulties and repeated conversations with customers. That way, companies can find solutions quickly and measurably to overcome complaints experienced by customers. 

4. Make it easier for companies to get insights from customers

Omni channel communication can help your company in bringing together a variety of customer conversations into one place. So, companies can understand the customer  journey in using the products or services you offer. 

As a result, the company gains valuable insights to be able to improve service to customers. 

5. Increase customer retention

According to a study released on the Digital Commerce 360 website, companies that have omni-channel communication can experience an increase in customer retention of up to 89% and annual revenue of 9.5% year over year. 

Customer retention is the maintenance of the business relationship between your company and customers in the long term. 

After understanding the various benefits of omni-channel communication above, are you interested in implementing it in business?