Omnichannel myths debunked

The constant developments in technology intertwined with enterprise operations are changing the face of the modern business landscape. And, to be present around the ‘always-on’ customer, businesses need to be omnipresent, in order to meet their audience anytime, anywhere. However, most often than not, business owners tend to confuse ‘multichannel’ with ‘omnichannel’ when it comes to services, which leaves them oblivious to the benefits omnichannel experience. Thus, it still remains a sparsely adopted business practice today. The reasons for omnichannel service not being widely accepted can be largely pegged on the myths that surround the concept. This article will help you debunk the popular misconceptions of omnichannel service.

Myth #1: Each service channel needs to be separate
In reality, it is the other way round. Treating your customers and their experiences in silos is a recipe for disaster. As the consumer behavior continues to change and evolve, an omnichannel communication is in tandem with the customer’s journey. By integrating multiple channels into a cohesive strategy can build an exceptional consumer experience, thus yielding positive results.

Myth #2: Being omnipresent is about hovering around your users
Omnichannel service is not about overwhelming your customers. By using it as a one-way channel of communication and pitching your business to them round-the-clock, you can lose out on prospective business. The key to effectively harnessing the power of multiple channels is to engage and learn more about each customer and their online behavior. By focusing on the data that you gather from such observations can help you build well-informed communication matrices.

Myth #3: Omnichannel helps in the faster decision-making of customers
The truth is that customers want effortless engagement. And once they are wowed by the customer experience you provide and find their answers, only then they take the decision to interact with you and your business. This may or may not be at your expected timeline.

Myth #4: Multiple channels mean multiple messages
This is probably one of the biggest mistakes businesses make when they consider an omnichannel presence. Research shows that 90% customers expect consistency of brand messaging across all platforms. Irrespective of how many places you spread yourself to, your brand should have one common, the underlying message that resonates with your audience, wherever they go and allow them to have the same experience across all channels.

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