What Is Omnichannel Customer Experience (CX)?
Omnichannel CX is the idea of having consistent interactions with customers no matter where they are in their buying journey.
How do you build an omnichannel CX?
To build an omnichannel CX, a business needs to create a customer-centric framework supported by software and then follow a few essential steps:
Customer journey mapping: Understand customer needs at each stage in the purchase cycle and provide information on what touchpoints best address those specific needs.
Prioritize: All businesses should focus their efforts on the most important channels. But they can't be everywhere at once, so it’s essential to prioritize and focus!
Technology Stack: Build a seamless tech stack that lets data flow smoothly across touchpoints in real time. This allows you to serve customers on their preferred channel at any given time.
Identify gaps: As customers change, so do the brands they interact with. Social media has become one of the major channels for providing immediate assistance. Keep an eye out for any data gaps between channels that could force current (or potential) customers to turn elsewhere!
Integrate intelligent technology: Finding a balance between AI chatbots and human support ensures round-the-clock customer engagement. AI bots automate repetitive tasks and are used to collect customer details.