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Why you should improve your Omnichannel Customer Experience

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Omnichannel communication is a multi-channel approach to marketing, selling and serving customers and it is fast becoming a must in today’s business world as the benefits are realised. Omnichannel customer experience has been found to boost business success and with a younger target market quickly emerging within the workplace, it’s more important than ever for your business to adapt.

Businesses can have well thought out and engaging email campaigns, timely SMS notifications and brilliant social media messaging, but if all your platforms don’t integrate with one another, then your service still lacks the seamless experience and consistent messaging your customers are looking for.

We’ve recently spoken a lot about the benefits of omnichannel and how it can be used to boost business success. But let’s get down to the nitty gritty and look at how other businesses, including your competitors are already using omnichannel.

Improving the omnichannel customer experience

It’s important to allow customers to reach out to you on any channel but many companies are going the extra mile with omnichannel. 90% of your customers already expect consistent, trusted interactions across various channels and this is made possible by integrating all channels into one. Over 35% of customers expect to be able to contact the same customer service representative on any channel and 64% of customers expect to receive real-time assistance regardless of the customer service channel they use, which is why omnichannel is so powerful.

Increasing omnichannel retention and engagement

Omnichannel can help your sales team achieve their acquisition and growth targets. Businesses are increasing engagement by reaching customers in real time, on any device, in any location. Multiple channels are often used before a purchase, with 70% of consumers using three or more channels to research and make a purchase.

Retention is just as important as acquisition and businesses that adopt omnichannel strategies achieve 91% greater year-on-year customer retention rates compared to businesses that don’t.

Improved marketing results

Most businesses are already on social media, they’re trying to build optimized and interesting blogs and they send out engaging emails and SMS campaigns to their customer base. The increase in digital activity means our customers and prospects are drowning in messaging and content. So how are successful businesses cutting through the noise and being heard? The answer boils down to consistency.

Marketeers are starting to learn that pushing out the same message across all channels increases the chance of converting a lead. Consumers that view a consistent message across multiple channels increase their purchase intent by 90%.

Increasing brand recognition and perception

Brand is more important than ever. Customers look to connect with brands on a personal level, so many brands are adopting personas they use across all platforms. As a customer you feel as though you’re connecting with the same person; whether over email, text message, voice or whilst you’re browsing the website. Customers that view a consistent messaging across multiple channels improve their perception of that brand by 68%.

Gaining insight into the full customer journey

Collating results from several different platforms and trying to form an analysis of an entire campaign isn’t an exciting or easy task. Businesses just like yours are saving hours each month by collecting all their results in one place. Omnichannel allows businesses to gain insight into the full 360-degree customer journey and can display the results of an entire multi-channel campaign in seconds.  

Find out more about how omnichannel is boosting business success or get in touch if you’d like to know more about how omnichannel could work for your business.

About Matt Thompson

Matt joined Soprano in 2013 to create and lead Soprano’s global product management and marketing efforts across all regions, including Asia, Australia, Europe, LATAM and the US. He helps shape and execute Soprano’s product strategy both globally and with individual regions and MNO partners. He oversees Soprano’s carrier revenue acceleration model, which includes direct involvement in new product launch activities, carrier-branded industry websites, B2B digital marketing campaigns, and ongoing product marketing. He lives and works in Seattle, Washington.