What is Omnichannel?

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Defining the term Omnichannel and the value of customer experience.

Currently around the web, the term Omni-channel, omnichannel and omni channel has been appearing with frequency. Instead of arguing about the correct way to spell it, it is a clear indication of something new that is yet to be decided and accepted by the public. 

Omni comes from the word Omnis, which can mean all or universal. The word Omnichannel can be a synonym to other words such as: “multichannel”: meaning multiple or many and “crosschannel”: meaning to go across.

Omnichannel is about the true continuity of a customer or user’s experience. But the key is that it extends beyond a single brand’s universe. The best way for a customer to get the best possible experience, is to allow them to own their data, give them the ability to guide and create the context of their future experiences. At it’s core, omnichannel is defined as a multi channel sales approach that provides the customer with an integrated shopping experience. A brand can have an amazing mobile marketing strategy, engaging social media campaigns, and well-designed website. But if they don’t work together, it’s not omni-channel.

Multichannel vs Omnichannel

The multi-channel experience is one of the biggest areas of focus in almost every businesses today. They have a website, blog, Facebook, and Twitter. They use each of these platforms to engage and connect with customers. However, in most cases, the customers still lacks a seamless experience and consistent messaging across each of these channels.

An omni-channel approach, accounts for each platform and device a customer will use to interact with the company. That knowledge is then used to deliver an integrated experience. Companies using this technique to align their messaging, goals, objectives and design across each channel and device.

The brands who can best interpret omnichannel data and understand all customers are the winners. There will be a new dimension of customer decision, as they are being made to make a purchase – price, relationship, service and continuity will all be considered.

The use of the Mobile Wallet Pass is a new channel that brands are beginning to explore and is quickly gaining ground. It provides a direct communication channel with customers, without bombarding them. In the retail industry, the use of Mobile Wallet Passes allow customers to receive personalized offers, find stores according to location, and redeem mobile coupons in-store.

At Ogangi, we encourage to use as many channels as possible to reach customers at their preferred channel. Explore our SMS solutions to automate customer service with 2-Way Messaging. We make it easy to create your own chatbot for those customer’s that prefer to reach you through messaging, whether it is through SMS or Facebook Messenger. If you have your own Mobile App, explore the versatility and powerful capabilities that push notification have to offer – such as deep links or adding images or emojis to your communication.