What is omnichannel? How to deploy Omnichannel effectively

Nowadays, more and more businesses are choosing Omnichannel to provide customers with a consistent, convenient and effective personalized experience. So what is Omnichannel ? How to deploy Omnichannel? In this article, 1C Vietnam will answer the above questions in detail.

1. What is Omnichannel?

Omnichannel is a sales model that connects businesses with customers on multiple platforms including online and in person. This model helps businesses create a seamless and consistent experience, thereby increasing revenue and enhancing customer loyalty.

2. Distinguish between Omnichannel and Multichannel

To better understand what Omni channel marketing is, businesses can distinguish it from Multichannel. Although it is also a form of multi-channel sales, Omnichannel and Multichannel still have certain differences. In there:

• Multichannel focuses on providing multiple customer interaction channels, including websites, mobile applications, retail stores, and customer care centers. Each of these channels operates independently of each other, with its own strategies and goals. The experiences that customers receive from different channels will not be seamless, and information between channels will not be consistent.
• Omnichannel is a more advanced business model than multichannel. Here businesses can create a consistent customer experience, regardless of the channel they interact with the business through. The main goal of omnichannel is to make the consumer experience easy and consistent across interactive channels.

3. The benefits that Omnichannel brings to businesses

Omnichannel is becoming an inevitable trend in the digital age, when customers increasingly want to access products and services in a convenient and diverse way. Let's learn about the benefits of Omnichannel:

3.1. Increase multi-channel coverage, expand reach

According to a theory in Marketing, an average customer must come into contact with a brand at least 21 times before deciding to make a purchase. When present on many different channels, businesses will have many opportunities to reach and increase the frequency of contact with customers, thereby attracting and expanding their reach more effectively.

3.2. Increase revenue and profits effectively

Omnichannel also allows businesses to identify suitable customer profiles and their shopping behaviors. From there, businesses can deploy multi-channel marketing campaigns on many platforms suitable for each customer segment. This helps promote sales, increase revenue, and improve profits.

3.3. Increase customer experience and brand coverage

Diversifying sales channels helps increase customer experience, buyers can easily access the business's products/services through many different channels. From there, there are many options to suit your needs and preferences.

In addition, the unified management system helps businesses support customers quickly and effectively, regardless of which sales channel consumers use. This makes the brand and business image more prestigious in the eyes of users. Once trusted by customers, businesses have the opportunity to be promoted by customers to relatives and friends.

3.4. Increase customer retention

Collecting information from sales channels helps businesses better understand customers, including demographics, consumer behavior, preferences, and interests. Thanks to that, businesses can build more effective marketing and sales strategies, focusing on the right target customers. At the same time, businesses can also make appropriate changes in products, services, prices, and promotions to meet consumer needs, thereby increasing satisfaction and enhancing customer satisfaction. retain customers.

4. How to deploy Omnichannel to increase consistent customer experience

After understanding what Omnichannel is , the next thing businesses need to pay attention to is how to successfully deploy Omnichannel and bring business efficiency? For Omnichannel to truly support consistent customer experience, businesses need to follow some of the suggestions below:

4.1. Map the customer journey

Businesses first need to understand the path customers take from first learning about a product or service to becoming a loyal customer. This step is called customer journey mapping. To complete this job, the company needs to perform a number of specific activities such as: Developing buyer personas and customer segments; identify bottlenecks, weaknesses, and breakpoints; Identify the best methods and channels to re-engage potential and existing customers.

4.2. Identify the strengths of each channel

To build an effective Omnichannel marketing strategy, businesses need to identify the strengths of each contact channel. Each channel has its own advantages and disadvantages, depending on the needs and desires of customers. However, mobile apps may lack a direct customer service channel. On the contrary, meeting in person and chatting are convenient contact channels for answering specific questions.

4.3. Keep up with market trends

To deploy Omnichannel effectively, in addition to understanding exactly what the concept of omni channel retailing is, businesses need to continuously grasp and update market trends. For example, during the epidemic period, the trend of online business exploded strongly. Businesses need to promptly adapt to this trend to reach customers effectively.

Not only do businesses appear on many channels, they also need to provide quality products and meet customer needs. At the same time, you need to create appeal for your brand by keeping up with current trends. Otherwise, the business may be overtaken by competitors.

4.4. Ensure information security

Many diverse sales channels bring many benefits to businesses, but also pose many potential security risks. Each sales channel is a different touchpoint, vulnerable to different threats. To minimize security risks, companies needed a single platform with advanced security features that managed all channels to protect customer data and payments.

4.5. Analyze competitive businesses

Understanding competitors' strengths and weaknesses in omnichannel experiences can help companies improve operations, attract customers, and gain market share. Specifically, understanding your competitors' strengths will help businesses grasp areas that need improvement to improve the quality of customer experience. Similarly, understanding your competitors' weaknesses will allow you to identify opportunities to differentiate to attract customers.

4.6. Invest in the right technology

Current technology infrastructure is often inadequate to support an effective omnichannel strategy. Therefore, each company needs to consider investing more in advanced and appropriate technology. This enables businesses to collect, organize and analyze data from all marketing and sales channels, helping to ensure that all stakeholders have the same information and can make informed decisions. throughout.

Above is specific information to answer the question of what Omnichannel is and how to deploy Omnichannel effectively. To deploy Omnichannel, companies need to clearly define goals, build appropriate strategies and invest in technology. 1C:Company Management software will be a "powerful assistant" to help businesses. The software impresses with its sales management features, helping to plan sales, set reasonable prices for each customer, and create payment schedules, delivery schedules and control delivery progress at once. strict and flexible way. 1C:Company Management connects departments, divisions as well as sales channels together and controls synchronously, thereby helping businesses increase customer experience and build close relationships between buyers - seller. Get more information about the software by contacting Hotline (+84)247 108 8887!