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omnichannel engagement

4 Innovative Ways to Boost Omnichannel Engagement in Your Business

omnichannel engagement

Unlocking the potential to elevate your conversation rate, increase average order values, and deepen your understanding of your customer base hinges on effective communication and providing the right tools. Crafting a robust Omnichannel Engagement Strategy may seem like a daunting task, given the multitude of elements involved, from delivering stellar customer support to fostering memorable experiences and cultivating a loyal customer base. Every business’s goal should be to provide a consistent and cohesive experience regardless of the channel or device the customer chooses.

Here are four strategies to enhance your business’s omnichannel engagement and increase communication with your customers and, in turn, amplify both sales and customer loyalty.

1. Offer Multiple Customer Engagement Channels 

No two customers are the same, therefore, only offering a singular channel for communication is a huge mistake. You must begin to understand your customers, build profiles, and create customer personas. What is it that will make your customers happy and comfortable to engage? As technology has changed over the years, customers are taking a stance against telephone communication with brands due to the well-known issue of long wait times and agent transfers. 42% of consumers say that they prefer live chat functions because they don’t have to wait on hold. There are now multiple ways agents can get in touch with brand representatives such as Live Text Chat & Async Chat. Customers can choose instant communication for quick support and resolutions or delayed responses through Vee24’s asynchronous messaging integrations such as Whatsapp Asych and also Facebook and SMS Asych chat. 

We also see the impact of in-person customer support in physical stores on customer satisfaction, therefore, it has become paramount to ensure that online customers gain the same experience. Video chat is a powerful tool to bridge the gap between in-store and online experiences. Having the ability to see a person, speak face to face online, and additionally, the opportunity to experience dark showrooms and product demonstrations online has a significant impact on conversion rate and average order value. Video chat is the best tool for increasing sales and shortening the sales cycle. 

80% of consumers are more likely to make a purchase when brands offer personalized experiences and the only way to do this is to offer customers multiple customer engagement channels. Customers are free to choose a method that best fits their needs. More than 60% of customers interact through multiple channels, and irrespective of time, place, device, or medium, they expect consistency. All omnichannel engagement tools must be consistent, exceptional, and connected to endure a holistic customer experience journey. 

2. Building Loyal Customers Boost Sales and Omnichannel Engagements

Attracting new customers is important but so is building loyal customers. The only way to do that is to offer exceptional service & products, support, and experiences. 94% of consumers who rate a company as ‘very good’ in terms of their customer experience are more likely to buy from that company in the future. Unhappy customers create churn, an enjoyable experience your customers will want to return. Clarins, a leading beauty brand, uses Vee24’s video chat and appointment scheduling solution to create a virtual consultation to support and offer their clients personalized product recommendations and guidance, During Clarins Client Testimonial Video, they explained, “We wanted to bring our 5 Star Service that we already have in-store into the virtual platform.” By expanding your 5 star in-store experience to the online realm, you are able to cast your net wider and satisfy your customers, ultimately increasing your sales and engagement. With services similar to Clarin’s offerings, customers build relationships with the brand and will rely on them for guidance and will want to engage with the brand again and again. 

3. Chatbots 24/7 

Implementing chatbots can be appealing to customers who require quick answers to frequently asked questions such as ‘track my order.’ E-commerce is around the clock and businesses need to embrace 24/7 support. By offering chatbots out of hours and during busy periods when agents are not available, chatbots are there to offer support. By doing so, you can reduce abandonment and increase your brand’s ability to have a conversation whether through an agent or automation, with your customer or prospect. However, brands must remember that chatbots should not be a replacement for human connection, but a tool to support. 80% of consumers claim that they are ready to use a bot, only if there is an opportunity to quickly switch to an agent. With Vee24’s conversational chatbots, the customer can upgrade to an agent via text and even video chat. 

4. Make Your Service Stand Out

Ensuring that your service stands out requires more than just providing support; it necessitates a strategic approach to enhance customer satisfaction and engagement. Concealing or downplaying live chat tabs is a counterproductive move that can diminish your level of customer interaction and result in dissatisfied clients. To truly make your service stand out, prioritize the visibility and user-friendliness of your support channels. Vee24’s Nudge technology can help to highlight your service and encourage engagement. Accessibility is key; customers should effortlessly find and navigate your live chat feature when seeking assistance. By integrating prominent and user-friendly live chat tabs into your interface, you not only streamline the support process but also demonstrate a commitment to customer convenience. In doing so, you create an environment that fosters positive interactions, fosters customer loyalty, and sets your service apart from the competition. Remember, an accessible and easy-to-use support system is not just a feature but a cornerstone of exceptional customer service.

Crafting a robust Omnichannel Engagement Strategy is pivotal for businesses aiming to unlock their full potential by elevating conversion rates, increasing average order values, and fostering a loyal customer base. The four key strategies—offering diverse customer engagement channels, building loyal customer relationships, implementing 24/7 chatbots, and ensuring standout service—work synergistically to provide a seamless, personalized, and consistent experience. Ultimately, an accessible and easy-to-use support system becomes a cornerstone of exceptional customer service, leading to increased satisfaction, loyalty, and overall business success