5 Ways to Improve Omnichannel Customer Experience
Technology and social media have changed the way consumers are engaging with businesses. Literally, two decades ago, the only way for a customer to interact with businesses was through phone and fax. Do you remember the fax? That must have been rough. Today, consumers have multiple channels (touch points) where they can contact, interact and even purchase products and services from businesses. It is crucial for a modern business to have a consistent presence throughout all these touchpoints in order to have engagement with its customers. A consumer in 2022 can interact with businesses on at least 6 channels. These include text messaging, email, phone calls, live chat, and of course, the many social media platforms available. The problem for many companies, now, is how to synchronize these channels in order to deliver quality, consistent, and seamless customer experience. What is Omnichannel customer experience When a business integrates and synchronizes all channels where new and retur