Omnichannel is where the customers are

Many businesses don’t realize that their customers are more advanced in terms of tech use than they (businesses) think. They use all kinds of communication and information channels at once: apps, blogs, email, chats, podcasts, social media, digital assistants. However, when I talk with businesses I often hear that such and such technology is certainly interesting, but they don’t think that their customers will use it. Thus it’s not worth investing money into services that build upon this tech.

This way of thinking prevents businesses from reaching customers that are very valuable. Why? Because if you can surprise users with services that they don’t expect from your business then you have a very good chance to win them: “Cool! That’s not what I expect from them.”

Take for example voice assistants like Siri, Alexa, or Google Assistant. They are often regarded as a nice gadget but nothing more. That’s a pity because you can do really useful things with them. For example, if you are a bookstore, you can let these assistants present the current bestseller list to your customers. You can even let customers directly buy with the help of these assistants.

Another example is podcasts. Podcasts are extremely popular and every year the number of podcasts listeners is growing. If you happen to have your blog, you can produce your own podcast with little effort: there are tools available that generate natural-sounding audio with the content of your blog. You can even create your own digital version of your own voice and thus take the auto-generated podcast to a new level.

At the end of the day, your customers use all kinds of communication tools and information channels. It’s up to you to offer your customers an omnichannel experience where you reach out to them on all platforms. It’s certainly challenging to do that and requires a bit of experimenting to find out what works and what doesn’t. We’re happy to offer our expertise and help to start your omnichannel communication strategy with our qonnect omnichannel platform.

Photo by Jonathan Borba from Pexels
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