A repository of acronyms, jargon, and useful definitions perfect for eCommerce founders & marketers like yourself.
We may break the term Omnichannel into two different words; Omni & Channel.
Omni = Being everywhere (i.e., Omnipresent)
Channel = A medium (It may be your website, Offline store, Facebook, Instagram, etc)
What do we get by combining these two words? Yep, it’s Omnichannel! Therefore, omnichannel in the business world equals being present in every platform in an integrated fashion (i.e., connecting your website, Offline store, Facebook, Instagram, etc.).
For example, if a person adds products to their cart list on your website but then purchases them using your app. And they do so without going through the entire process (making a cart list) again in your app. Congrats! Omnichannel has served its purpose by connecting your different platforms and giving your customers a frictionless experience.
Omnichannel Management is used to give your users the best user experience ever!
Hence, it benefits your business by retaining your existing customers. It has the power to turn them into loyal customers.
You can agree that when you have a pleasant experience with a brand, you become its preacher! - Word of Mouth is the best business strategy ever. Managing your Omnichannel gives your customers that ‘pleasant’ experience. And in return, your customer not only shops from you repeatedly but even suggests your brand to others!
Let’s understand this by an example. Say you’re feeling hungry and decide to order something online. If you’re in India, you’ve (majorly) two options; Zomato and Swiggy. Which one would you choose?
Your decision will be based on your experience with the brand. If you had a great experience with Zomato, chances are, you will choose them again! If not? You will switch to Swiggy.
Now you see why customer experience matters? It helps you get loyal customers.
Today if you’re in business, you must have at least 10-15 (to say the least) competitors. Well, unless you’re into something entirely new. Even then, there will be people competing with you in the future.
So, how do you keep your existing customers? Using Omnichannel!
Omnichannel Management helps you in building a better customer relationship. By combining information available in different channels and giving a smooth customer experience.
Omnichannel is used to enhance customer relations by making everything effortless for them. From searching for your services to making that sales call irrespective of the channel.
Omnichannel can be a determining factor when it comes to customer satisfaction, so keep an eye for it.