These two terms “omnichannel” and “multichannel” may look similar to marketers as both of them suggest offering more than one channel to interact with customers, but the execution of it delivers very different results.
Eversince e-commerce’s dominance, many brands have been setting up multiple social media channels to create more exposure and interact with their fans and followers. However, with the in-flush of numerous inquiries and messages across different channels, enterprises lack a proper tool to manage the conversations across channels to deliver a unified customer experience when customers jump from one to another channels.
The omnichannel strategy
Omnichannel is a strategy of data-driven complexity that synchronises all marketing activities over all channels. By doing this, the result of campaigns is integrated, seamless and able to deliver a personalised customer experience.
An integrated marketing strategy that echoes over multiple channels is more likely to create new marketing possibilities. By synchronizing the data gathering point of all channels, this enables enterprises to analyze patterns and obtain useful insights with individual customer’s behaviour in relation to the brand. This also facilitates enterprises to create a personalised and relevant content to the right person at the right time.