Summary:
Today, brands need to ensure brand loyalty of their customer so that they prefer them over their competition. Top-of-the-mind recall can be ensured through constant communications via different channels.
Managing multiple channels can get very complex, especially when you have different platforms for communicating with customers. Also, mapping the customer journey or getting actionable insights from multiple platforms becomes tricky and requires manual intervention.
The key is to map the customer journey closely to monitor specific actions of the customers that may help you get a lead or an insight. However, to integrate each channel and chat can be overwhelming.
This is where an Omnichannel Platform comes into play. It assists in reaching multiple channels to ensure communication is read or heard on time. It also has options to extend reach based on end-user channel preference and availability, as well as a fallback mechanism to reach the specific channel before broadcasting it to another channel and the ability to design, manage and tune personalized customer journeys to maximize customer success.
Also Read: How to Measure the ROI of Omnichannel Communication
A single platform allows enterprises across BFSI, E-commerce, Retail, Travel & Tourism, and Airlines to communicate with customers via multiple channels. It has been designed to address some of the complexities enterprises face today, such as hindrances associated with managing multi-APIs and API-related documentation, the absence of inter-channel links, billing/invoicing issues, additional development time, and reporting issues.
The crucial aspects outlined below can help you as an enterprise to leverage an omnichannel communication strategy as it emphasizes the importance of reaching customers through different channels.
Explore how integrated analytics, precise targeting, customer-centric engagement, and actionable insights can transform your communication strategy and drive success across sectors.
Integrated Analytics:
Integrated Analytics:Communication with customers can be understood, quantified, and reviewed by using multiple channels. This lets you consolidate customer data across multiple channels and draw insights from it. It is possible to perform things such as message personalization, target segmentation, and in-depth campaign analysis using an Omnichannel platform.
Omnichannel analytics, through data aggregation, enables enterprises to weave together individual interactions across preferred channels. This process paints a holistic picture of customers’ preferences or pain points, offering clarity and empowering organizations to customize strategies for a personalized customer experience.
Accurate Targeting:
Accurate Targeting:The user can create segments for retargeting based on the user behavior analysis using our insights and segmentation engine. You can optimize your marketing efforts with real-time user segmentation based on events.
In essence, omnichannel engagement places the customer at the forefront, prioritizing their needs and demonstrating a commitment to delivering personalized experiences. The goal is to provide tailored messages across various touchpoints, showcasing genuine care for the individual customer experience
Meet customers where they are:
Meet customers where they are:A customer-centred approach helps enterprises manage customer relationships across all channels to deliver customised experiences with dynamic content, push notifications, product recommendations and much more.
Providing experiences across various channels allows customers to choose their preferred engagement platform. This helps identify the interactions and content they deem valuable, ultimately fostering a deeper emotional connection with your brand.
Actionable Insights:
Actionable Insights:Some of the reports include channel-wise performance insights, day-on-day frequency & recency of campaign interactions, campaign Performance indicators for the campaign, key performance indicators, user segmentation and much more that improve decision-making and enhance brand loyalty.
Route Mobile’s omnichannel platform (OCEAN – Omnichannel Enterprise API Network) provides enterprises with an end-to-end footprint. Its enterprise omnichannel messaging comprises RCS (Rich Communication Services), SMS, Email, Push notifications, WhatsApp, Viber, Voice and much more. Please contact us for more information on adopting this solution for your business needs.
