No matter the touchpoint, the channel, or the device they use, a customer is still just one person. Learn how to treat them that way and adopt an effective omnichannel strategy that unifies the customer experience.New technologies for engagement, tracking, and management have emerged for companies to effectively follow these touchpoints. However, many of these technologies are relatively new and don’t fully offer all the necessary tools in one place. Acquiring the right engagement platform has become a hassle for businesses and hindered their usage.
What distinguishes the omnichannel customer experience from the multichannel customer experience is that there is true integration between channels on the back end. For example, when a store has implemented an omnichannel approach, the customer service representative in the store will be able to immediately reference the customer’s previous purchases and preferences just as easily as the customer service representative on the phone can or the customer service webchat representative can.