{"id":4283,"date":"2024-04-16T13:36:31","date_gmt":"2024-04-16T16:36:31","guid":{"rendered":"https:\/\/matrixgo.ai\/omnichannel-o-que-e-isso\/"},"modified":"2024-04-16T13:36:31","modified_gmt":"2024-04-16T16:36:31","slug":"omnichannel-o-que-e-isso","status":"publish","type":"post","link":"https:\/\/matrixgo.ai\/en\/omnichannel-o-que-e-isso\/","title":{"rendered":"Omnichannel? What is it? And why?"},"content":{"rendered":"

Imagine that one of your clients needed technical support and contacted your team via WhatsApp! Everything's fine, since your company is aware of the main digital communication channels and tools available today. But then, a few days later, after scheduling a technical visit, the same client needs to reschedule and chooses to chat with your website's internal chat! The problem is that you've enabled a chatbot on your website, followed by another customer service team that has no idea about the previous service history. You weren't expecting that, were you?<\/p>\n\n\n\n

This situation\/example can be repeated countless times with different consequences, but with a unanimous impact on your service: it generates confusion, misinformation, and a waste of time (and money). An omnichannel strategy<\/strong> that's exactly it a solution that numerous companies have been adopting.<\/strong>Omnichannel? What is this? And why should I apply it to my business?<\/strong> Understand everything in our article below.<\/p>\n\n\n\n

What is omnichannel?<\/strong><\/h2>\n\n\n\n

Omnichannel is a sales and service approach.<\/strong> which aims to to provide a cohesive, integrated and seamless experience<\/strong>The idea is to promote the integration of varied and different channels<\/strong>such as: Email, WhatsApp, Instagram Direct, Facebook Messenger, internal chat, telephone, among others.<\/p>\n\n\n\n

By becoming omnichannel, Companies are able to build innovative, personalized, and intelligent customer service and engagement journeys.<\/strong>On the other hand, users benefit from mobility and consistency of interaction between one channel and another. The chances of contact are increased.<\/strong> and fundamentally customer satisfaction<\/strong>.<\/p>\n\n\n\n

For example, the user can begin their customer service journey with a chatbot on the website's internal chat; continue a few days later directly through WhatsApp, and finish by speaking with a human agent over the phone. All this without having to repeat themselves explaining their request on each channel.<\/p>\n\n\n\n

The strategy can even be adopted from a sales perspective.<\/strong>In this case, a consumer views a product on the website, buys the item via Instagram, and can pick it up at a physical store. This involves a variety of sales\/contact channels.<\/p>\n\n\n\n

READ ALSO: \u201cHow can omnichannel strategy transform retail in the future?\u201d<\/a><\/strong><\/p>\n\n\n\n

Omnichannel versus Multichannel<\/strong><\/h2>\n\n\n\n

They may seem synonymous \u2013 and are often even used as such, but They differ from one another.<\/strong> at a crucial point: we can consider that Omnichannel is a natural evolution of the multichannel concept.<\/strong>!<\/p>\n\n\n\n

THE multichannel<\/strong> refers to a A strategy in which companies operate through multiple channels.<\/strong> communication! So, is it the same thing?! No! The difference here is that There is no integration between them.<\/strong>The focus is on the quantity and variety of channels.<\/p>\n\n\n\n

Indeed, a variety of service channels is important since different users have different preferred methods of contact. But this simple variety of channels without unification and consistency in service is counterproductive! That's where... omnichannel strategy<\/strong> enter \u2013 Available channels are integrated, allowing for a personalized experience.<\/strong>Fluid and consistent throughout the journey.<\/p>\n\n\n\n

Omnichannel \u2013 Advantages<\/strong><\/h2>\n\n\n\n

Still unsure about the benefits of an omnichannel strategy? They are... several advantages<\/strong>, especially for the building and creating value for a brand<\/strong>. For example:<\/p>\n\n\n\n