Omnichannel Customer experience management is the process of effectively managing customer experience across various customer touchpoints like Social Media, web, Calls as well as Chats. Having an omnichannel setup for CXM is an amazing opportunity to extend a cohesive experience to your audience and customers. In this blog, we will explore what you can do to make your CXM approach truly Omnichannel.

Understanding Omnichannel Customer Experience Management

Before we go about discussing what is required for an omnichannel CXM approach, we must understand what is Omnichannel customer experience. An Omnichannel customer experience management setup unifies all customer touchpoints. This gives brands the ability to interact with customers in a unified manner irrespective of the channel that they use. With the increasing availability of the internet, social media and web channels have gained a lot of popularity among people to get their queries regarding a brand resolved. With the ever-increasing traffic of conversations on such platforms, brands need to pay as much attention to these channels as calls, chats, and emails.

In simple terms having an omnichannel setup for customer experience management can enable you to have a single repository of customer interactions all across channels like social media, web, blogs, forums, calls, emails, chats, and so on.

Benefits of Omnichannel Marketing

Now that we have understood what exactly omnichannel customer experience management is, lets look at some of the benefits that brands realize when they have such a seamless approach to their customer experience management. 

Customer-Centric Focus

Having a unified approach portrays a customer-centric approach to their audience. Enabling a unified customer view, personalization across channels, and anticipating customer needs.

Creating a unified customer view

The ability to consolidate data from various touchpoints enables brands to build comprehensive customer profiles enabling the delivery of cohesive customer experiences.

Personalization Across Channels

Today customers want to connect with brands that they use. According to a study, “60% of consumers say they’ll become repeat customers after a personalized shopping experience”. Data insights from across channels can enable brands to offer tailored experiences to each customer.

Also, read Your Checklist for Choosing the Right Social Listening Platform

Anticipating Customer Needs

Leveraging data from multiple touchpoints can empower brands with great insight into customer trends and behaviors. This can be beneficial in predicting future trends and enabling proactive engagement with the audience.

Consistent Brand Experience

There is no denying the importance of brands having an active presence on various social media and web channels. Having an omnichannel setup that is able to consolidate interactions across channels within one platform can enable teams to provide a consistent experience irrespective of the channels used by the customers. From Establishing a unified brand voice and building trust and loyalty to high levels of brand consistency across channels, let’s look at how a truly omnichannel CXM setup can enable consistency

Establishing a Unified Brand Voice

Brands may be contacted by customers and audiences from various channels. An omnichannel CXM platform like Konnect Insights can enable teams to develop messages and draft templates that can be used across channels from within the platform. This is a proven method to ensure a consistent brand experience to customers irrespective of the channel that they use. 

Book a Demo with our experts to learn how Konnect Insights can enable you to develop a truly omnichannel approach to your customer experience management.

Brand Consistency

Thanks to the availability of the internet, customers are well versed in using multiple social media channels. It may so happen that a customer may reach out to you through multiple channels for the same issue. An omnichannel approach can enable you to track all these interactions in unison and avoid any confusion in the process of issue resolution.

Building Trust and Royalty

Being available on all channels is an amazing way to ensure that no conversation about your brand goes unnoticed. Your responding to customer queries on multiple channels shows a sense of care towards the customer. Your audience sees this and sees how much you care about your audience developing a sense of trust, loyalty and long-term engagement.

Breaking free from operational Silos

An omnichannel approach to customer experience management can enable teams handling different verticals to work in unison. Having a CXM platform like Konnect Insights can enable customer care and marketing teams to work together to improve customer experiences.

What is required for a truly Omnichannel CXM approach

Now that the advantages of an Omnichannel CXM setup are apparent, lets see what is actually required for an omnichannel CXM approach

Seamless Integration

Having a platform that enables you to consolidate customer interactions from various social media channels into one can be one of the most important things in developing an Omnichannel CXM set up. 

Check out how Konnect Insights can make your CXM set up truly Omnichannel

Integrated Solutions

Having an omnichannel Customer Experience Management platform like Konnect Insights can facilitate data flow and communications irrespective of the channels resulting in smooth customer engagement operations.

Book a Demo with our experts to learn how.

Streamlining Customer Journeys

For a truly Omnichannel approach to CXM, it is very crucial to map out the customer journey. Optimizing touchpoints where customers interact with brands can result in an experience that is smooth and frictionless. This can have a positive effect in reducing drop-offs and enhancing overall levels of customer satisfaction.

Continuous Optimization

Just like any process, implementing an omnichannel approach requires continuous monitoring. Deciding on certain KPIs is important. Tracking these KPIs can give you important insight into the overall performance of your efforts. This is very important in highlighting what aspects of your process are not performing as intended and you can make changes accordingly.

Analyzing data and feedback

Along similar lines, it is very important to track data and feedback. This information can be a goldmine to the thoughts of the customers and the audience. Understanding what your audience feels about your offerings can be a powerful tool for optimizing your offerings and ensuring you are able to keep up with the market.

Conclusion

Achieving a truly omnichannel approach to your customer experience management involves a host of processes that need to be meticulously undertaken. Special care needs to be take to ensure customer centricity, brand consistency and seamless integrations. 

Incorporating the essentials components discussed above can result in a highly optimized CXM process. Doing so can enable your team to develop meaningful connections with your audience irrespective of the channel that is used by the customer, driving loyalty, engagement and ultimately business growth.
To learn about how Konnect Insights can help you get an omnichannel approach to your CXM, Book A Demo with our experts