Let’s face it. Today’s customer wants to purchase products at their convenience, in their terms and in a method that best suits them. Right? The greatest challenge facing businesses in the U.S and the U.K right now is how to keep up with the ever-increasing customers’ expectations and to keep up with the never-ending competition.
To achieve and meet all these demands, every forward-thinking entrepreneur must strategize their business and implement omnichannel solutions that will allow high-quality customer experience. Brands that take omnichannel customer engagement seriously connect deeply with their customers and grow a highly successful brand.
This guide helps you learn more about the options that are available in omnichannel technology with the best solutions that will allow you too seamlessly take customers from searching for a product or service to final purchase.
What is Omnichannel and How Does It Work?
Before you get started, you’ll need to understand what omnichannel is and how it will help you appreciate a customer’s journey, behavior, and expectations.
Whether you have a small business or established company, the chances are that emerging technologies like Artificial Intelligence (AI) Deep Learning, Computer Vision and Machine Learning have redefined how you engage with your customers in in-store or online purchase experience.
Omnichannel marketing is a process that offers customers a seamless experience across all channels. It involves all sectors of your business working together as a team to convey a smooth all-in-one customer service experience.
On the other hand, the buyer searches information regarding your business and the products or services you’re offering so that they can make an informed decision. In that respect, you need to ensure that you have a robust online presence that features consistent information across all other channels.
Omnichannel solutions toolallows the customer to launch a search for the products or services you offer. A practical solution ensures that your customers’ needs are met efficiently and with a high level of professionalism.
Additionally, an omnichannel technology will feature an analytic tool that will allow you to consistently monitor a customer activity prompting you to offer the best customer experience journey.
We have classified omnichannel solutions tools to help you offer seamless customer experiences based on the following categories to help you choose the best tools for your growing business.
Customer Interaction Tools
- Get Response
- Adobe Agent
Social Media Platforms Tools
- Insight Pool
Self Service Tools
Let’s dive in and get more insight into how these multiple channels will help your business master omnichannel sales.
Managing customer interactions across all channels can be a challenge. Genyses will allow you to monitor your buyer’s journey and manage communication from social media platforms, emails, chats, and text messages.
NextOS has a wide range of features that can allow you to launch a survey that helps you to monitor customer’s behavior and how they interact with your brand. The statistics you collect with this platform will let you turn it to actionable data. The platform will also permit you to have consistent activities across all channels.
Bold360 enables you to integrate all your customer interaction across a variety of platforms. The conversations are monitored and make it easy to assign incoming requests to available and appropriate representatives.
Phizzle is an efficient tool that allows you to sync all customer communications and offers useful leads that will help you run a successful marketing campaign.
Live chats are crucial as they provide a customer with real-time feedback on the information they want to find out about your company and products or services.
This tool specializes in multichannel communication through various social media platforms. Smoope also features multilingual support.
- Get Response
GetResponse is an email tool that you can integrate with your omnichannel platforms to send targeted emails and track customer interactions. It as well allows you to create landing pages, autoresponders, and web forms.
Reply tool allows the sales team to formulate email campaigns for inbound and outbound sales. Besides, you can track advanced analytics about your customers’ interaction with your brand to help customize your promotions.
This tool is an excellent omnichannel solution that allows you to send curated information from all channels and enables you to improve your marketing campaigns. Additionally, Selligent permits you to interact with the buyer through the purchase journey.
- Adobe Target
Customers expect their needs solved as soon as possible. If you fail to deliver real-time answers, they move on to a competitor who can respond to their queries efficiently. Adobe Target will allow you to meet your customers’ needs with a personalized approach. You will also track your customers’ activities and adjust your marketing campaigns.
Personyze integrates efficiently with your website and runs in the background to create profiles for each visitor who comes on your site. The information collected will allow you to send customized marketing messages.
If you are looking for an omnichannel solution that will enable you to acquire data about consistent user experience, the SiteSpect is an excellent tool that runs in the background of your site and ensures that information is seamless across all platforms
- Big Commerce
BigCommerce is an eCommerce platform that allows the retailer to integrate his e-store and sell products to customers. The platform automatically updates your inventory and makes customer interactions efficient.
Shopify is a marketplace for small to mid-sized online and offline businesses. It allows you to create a Complete Ecommerce System or integrate with your current website.
Magento is an eCommerce platform that enables seamless customer experience across all channels. The tool also includes an inventory management system that helps you to integrate your POS and accounting solution for the smooth transfer of products from one place to another.
If you want to meet your goals in a competitive environment, engaging multiple platforms for your business will offer excellent omnichannel solutions to step up sales.