The integration of all relationship channels that is achieved with omnichannel has a strong impact on the reduction of business-customer interaction times, and this reduction produces two results: that the offers are more precise and that the dialogues are more fluid. Well, both are highly valued by clients, promoting that, as the relationship grows, their effort to get what they want decreases. Don’t confuse multichannel with omnichannel. The first focuses on the channel and the second on the customer . How should an omnichannel strategy be implemented? Omnichannel is a business strategy and, like all strategic processes, it must be approached with a rigorous step by step for its implementation to be successful.
Consists of four steps diagnosis planning
The methodology we propose for implementation. Consists of four steps business database diagnosis planning execution and optimization. Below, we address them one by one: 1. Diagnosis in this first step, all the moments and scenarios in which conversations between the business and customers occur must be reviewed. The objective here is to map these contact points to clearly delimit the global relationship ecosystem – analog and digital – of the company with its audiences. Furthermore, at this stage an assessment must be made of the impact and contribution in the conversion of each of these contact points.
We immerse ourselves in the planning of the omnichannel
Planning once the diagnosis stage is over. We immerse ourselves in the planning of the omnichannel strategy. The work here is to ask ourselves which channels will continue to work and which will not. Also, discuss the convenience of adding new channels. In short, planning omnichannel is planning on the existing and missing points of contact, seeking that the ecosystem that is designed is the one indicated to achieve better customer management. Recommended video how to face covid-19 with the digital strategy? Let’s look at some tips and advice so that businesses learn how to face covid-19 with the digital strategy and can continue operating during the crisis.
