Omnichannel: the new necessity
Customer journeys now span multiple devices and channels. From using smartphones to check emails, to researching an item on a laptop before buying in-store, it’s become increasingly difficult for brands to maintain a single view of the customer. Without an integrated tech stack, and central source of truth for customer data, teams are often working with only a snapshot of the customer journey – resulting in a disjointed, unpersonalized customer experience.
This can have real consequences when it comes to conversion and retention rates (not to mention overall customer satisfaction). In fact, 45% of consumers say they’re unlikely to become repeat purchasers with a brand after just one unpersonalized experience.
With an omnichannel approach, every channel a business operates on is connected. This means a consumer could switch between channels (whether it be email, in-app, live chat, etc.), without experiencing any friction.
But how do you actually put an omnichannel strategy into practice?
Implementing omnichannel customer engagement at scale
There’s a lot of confusion over how to implement an omnichannel strategy. In fact, 76% of businesses say they’re falling short.
To win when it comes to omnichannel, businesses need to have the right data infrastructure and the right technology. This includes:
A centralized data hub that easily integrates with new applications and platforms, and consolidates customer data from any source in real-time.
The ability to merge the complete history of a customer into a single profile.
In our latest guide with Twilio and SendGrid, we dive deeper into these “must-haves” for omnichannel engagement, while also covering:
How omnichannel differs from multichannel (and why these two strategies are often confused).
The data foundation and technology needed to implement omnichannel customer engagement at scale.
Real-life case studies of how different brands have used omnichannel tactics to increase engagement and conversion rates.
Download a copy of The Ultimate Guide to Omnichannel to learn more.
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