What Does Omnichannel Mean?

With 90% of retail customers expecting to communicate with businesses consistently across channels, using a cross channel approach can help your business reach a level of convenience that customers not only crave but expect. And the technology that enables this cross-platform integration is omnichannel.

Omnichannel is a retail marketing strategy that integrates several different traditional and modern channels, including online platforms and websites, social media, mobile devices, and in-store channels. This approach can help provide a seamless customer experience by focusing on their overall journey at once, instead of focusing on each channel separately. It links all of your customer’s different commerce and retail channels so that you can provide a better experience for your customer and strengthen your client relationships.

Benefits of using omnichannel

1) Increased Sales and Traffic

Extensive studies and research have shown that customers with easy access to multiple retail channels spend significantly more money than that of their single retail channel counterparts. Furthermore, the amount spent by each customer was shown to increase proportionately with the increasing number of channels made available to them.

Today, approximately 81% of physical shopping purchases are preceded by a minimum of at least one online channel website visit. Therefore, integrating your business’s online digital channels with your physical, in-store channels can help increase your website and social media traffic, improve your overall sales, and maximise your business’s profits as a result of the increased communication touchpoints.

2) Improving Customer Relationships and Loyalty

Increasing the number of your business to consumer interactions, whether through email newsletters or mobile push notifications, can help strengthen, evolve, reinforce your current client relationships, and encourage heightened customer loyalty.

Omnichannel retail software can help provide a consistent, seamless, and customizable experience. It helps your business create and interact with recurring customers and increase your organization’s overall client retention rate. Furthermore, potential customers are much more likely to notice businesses that offer efficiency, consistency and accessibility throughout their shopping journey and customer service interactions than businesses that only offer one customer touchpoint.

3) Easier Data Collection

Omnichannel software allows your business to track customer data and information from several different channels in an organized and more efficient way. An omnichannel marketing approach and strategy can also help your business gain valuable figures and insights on your customer’s shopping and spending behaviour.

These insights and analytics can help your organization create more compelling and attractive content, as well as adjust certain retail shopping touchpoints in order to attract potential customers and to encourage and inspire your existing customers to engage, interact and purchase more. Crust’s CRM Suite helps provide these insightful analytics and also helps the team interpret them.

How Crust Supports An Omnichannel Approach

Crust’s open-source low-code software allows your business to be easily integrated with various platforms. It allows you to supervise operations and monitor statuses and service levels. This helps you gain valuable insights into your organization’s potential clients.

The Crust CRM Suite helps you to manage and grow your business’s omnichannel touchpoints by providing reusable customer IDs, which increases the efficiency of your business’s multi-channel strategy. Try out a demo today and see how the CRM Suite can help you.