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A customer may discover a business on social media, compare options on its website and ask a question through live chat. If they later call, they are likely to expect the adviser to understand what has already happened. An omnichannel strategy connects these interactions so customers can move between channels without losing context. This guide… …
Customers may call when an issue is urgent, email when they need to explain something in detail or use live chat while browsing. They may also begin in one place and continue elsewhere. Businesses therefore need to make each route easy to use and provide consistent information. This guide explains the main customer service channels,… …
It’s a brave new world with information and communication at our fingertips. Anything you want to know should only be a click away. But is it? Most of us will identify with the frustration that occurs when it isn’t. On the other side of the coin, businesses are eager to share information. They want people… …
As the owner or manager of a highly competitive business, you know that finding customers and keeping them is important to your success. Back in the day, you’d have chosen a high street location, offered excellent in-person service and may have done some print advertising. With the advent of social media and online shopping, you… …
How do customers experience your business? It can be hard to know! For example, a person might notice a product on social media, search for information on Google, visit a physical store, chat with representatives online or over the phone, and visit several websites before making a purchase using a store app. The bigger the… …
Increasing market share and getting products noticed are goals that every business works toward. With consumers shopping in so many ways these days, competitive businesses strive to make their presence felt in as many places as possible. Of course, most of these “places” aren’t physical locations. Social media channels, websites, and apps allow businesses to… …
Who remembers when a business consisted of a brick-and-mortar store equipped with a telephone and a postal address? It was a time when doing business was simpler, but nobody is looking back with regret. The tools and technologies we have at our disposal today, while adding complexity, allow us to do so much more. And,… …
If there’s one thing that most retail businesses know for certain, it’s that they face competition. They also know that in gaining the edge over their competitors, brand recognition reinforced by brand exposure can work in their favour. Prospective customers are exposed to brands across multiple platforms or channels. They might visit a physical store,… …
As the ways in which we communicate with another and experience the world around us develop, so does the terminology we use when referring to the methods we employ when doing so. And as businesses, it becomes important to interact with customers using the platforms where they are present and which they prefer. The challenge… …
The Oxford Dictionary defines the prefix “omni” as meaning “in all ways or places” and if you were wondering what omni channel communication means, that fact will help you to understand the term. Think of all the ways or places where your customers may reach out to contact you – or attempt to do so. … …