Omnichannel sales: 6 steps to integrate commercial channels
Posted: Sat Dec 07, 2024 10:56 am
Omnichannel sales is a commercial strategy of channel integration, the objective of which is to facilitate the purchasing process and improve the customer experience .
As a result of this effort, companies that use omnichannel manage to retain 89% of their customers , which contributes to brand loyalty and the company's success in the market.
Omnichannel selling is a strategy guadeloupe email address used to offer an integrated shopping experience to customers, regardless of the channel they start from, whether online or offline.
In other words, the goal of omnichannel sales is for the customer experience to begin on one channel and end on another without affecting the purchasing journey.
If you are interested in omnichannel sales, you may find this article useful — Omnichannel: What is it and why will it benefit your company?
What does omnichannel selling mean for customers?
According to a survey by Aspect Software , companies that use omnichannel manage to retain 9x more customers year after year compared to companies that don't.
While this is great for organizations, what does it mean in practice for customers?
With an omnichannel sale the customer can:
Select an item on your mobile and complete the purchase on your desktop;
Make a purchase online and pick up your order in a physical store;
Return or exchange the product at any branch, regardless of where you purchased it;
t information on your website or mobile app while walking in the physical store;
and much more.
Read also: The omnichannel experience as a key strategy to build loyalty .
What is the difference between omnichannel and multichannel sales?
The main difference between omnichannel sales and multichannel sales is the ability to integrate different customer touchpoints .
The logic of omnichannel sales is that customers can purchase your products and/or services whenever and wherever they want, and on the channel of their choice. This will allow your company to make consumers' lives easier and provide a unique experience that generates brand loyalty .
While multi-channel selling also offers a variety of channels for customers to make purchases, they are not integrated . This means that if you start a purchase on your mobile and want to finish it on your computer or tablet, it won't be possible and you'll have to start the process from scratch.
Omnichannel selling is simpler, more practical and more convenient , while multichannel selling is complicated and fragmented.
You may be interested in reading: Omnichannel guide: expand your digital presence with +20 tips
Why invest in omnichannel sales?
Omnichannel selling is an important strategy for companies that offer multiple customer purchasing channels or plan to expand their business operations.
If you're still on the fence about implementing omnichannel sales, here are three data-driven reasons for you.
Because your customers use multiple purchasing channels
A Knexus study revealed that 15 years ago the average consumer used two touchpoints when purchasing an item (physical store and landline) and only 7% regularly used more than four.
Today, consumers use an average of 6 touchpoints and almost 50% regularly use more than four. In other words, omnichannel sales are already a reality for your customers; you just have to adapt to the change .
Omnichannel sales are part of a movement that uses technology in the structure of companies to make them more agile. If you want to know more about the topic, read: What is digital transformation in companies?
Because it boosts performance
According to Zendesk’s 2021 CX Trends Report , companies with better performance results are more likely to have integrated omnichannel support.
In fact, data shows that nearly 60% of companies achieving better results across their key customer experience metrics — such as faster response times and higher customer satisfaction scores — have adopted an omnichannel solution.
Want to stay on top of omnichannel and other trends? Download Zendesk's 2021 Report for free.
Customer Experience Trends Report 2021
Download here
Because it saves your sellers' time
Did you know that salespeople spend about 65% of their working time on non-revenue generating activities?
With omnichannel selling, salespeople save time by managing all channels in one platform. Plus, they can integrate the omnichannel selling system with other tools they already use to make their work routine even more efficient.
Do you want to improve other aspects of your sales team? Read: Sales Force: Complete Guide for Successful Companies .
How to make an omnichannel sale?
With over 50% of shoppers conducting online research before purchasing to ensure they are making the best possible decision, learning how to make an omnichannel sale is critical.
Here are 6 simple and practical steps you can implement in your omnichannel sales process.
As a result of this effort, companies that use omnichannel manage to retain 89% of their customers , which contributes to brand loyalty and the company's success in the market.
Omnichannel selling is a strategy guadeloupe email address used to offer an integrated shopping experience to customers, regardless of the channel they start from, whether online or offline.
In other words, the goal of omnichannel sales is for the customer experience to begin on one channel and end on another without affecting the purchasing journey.
If you are interested in omnichannel sales, you may find this article useful — Omnichannel: What is it and why will it benefit your company?
What does omnichannel selling mean for customers?
According to a survey by Aspect Software , companies that use omnichannel manage to retain 9x more customers year after year compared to companies that don't.
While this is great for organizations, what does it mean in practice for customers?
With an omnichannel sale the customer can:
Select an item on your mobile and complete the purchase on your desktop;
Make a purchase online and pick up your order in a physical store;
Return or exchange the product at any branch, regardless of where you purchased it;
t information on your website or mobile app while walking in the physical store;
and much more.
Read also: The omnichannel experience as a key strategy to build loyalty .
What is the difference between omnichannel and multichannel sales?
The main difference between omnichannel sales and multichannel sales is the ability to integrate different customer touchpoints .
The logic of omnichannel sales is that customers can purchase your products and/or services whenever and wherever they want, and on the channel of their choice. This will allow your company to make consumers' lives easier and provide a unique experience that generates brand loyalty .
While multi-channel selling also offers a variety of channels for customers to make purchases, they are not integrated . This means that if you start a purchase on your mobile and want to finish it on your computer or tablet, it won't be possible and you'll have to start the process from scratch.
Omnichannel selling is simpler, more practical and more convenient , while multichannel selling is complicated and fragmented.
You may be interested in reading: Omnichannel guide: expand your digital presence with +20 tips
Why invest in omnichannel sales?
Omnichannel selling is an important strategy for companies that offer multiple customer purchasing channels or plan to expand their business operations.
If you're still on the fence about implementing omnichannel sales, here are three data-driven reasons for you.
Because your customers use multiple purchasing channels
A Knexus study revealed that 15 years ago the average consumer used two touchpoints when purchasing an item (physical store and landline) and only 7% regularly used more than four.
Today, consumers use an average of 6 touchpoints and almost 50% regularly use more than four. In other words, omnichannel sales are already a reality for your customers; you just have to adapt to the change .
Omnichannel sales are part of a movement that uses technology in the structure of companies to make them more agile. If you want to know more about the topic, read: What is digital transformation in companies?
Because it boosts performance
According to Zendesk’s 2021 CX Trends Report , companies with better performance results are more likely to have integrated omnichannel support.
In fact, data shows that nearly 60% of companies achieving better results across their key customer experience metrics — such as faster response times and higher customer satisfaction scores — have adopted an omnichannel solution.
Want to stay on top of omnichannel and other trends? Download Zendesk's 2021 Report for free.
Customer Experience Trends Report 2021
Download here
Because it saves your sellers' time
Did you know that salespeople spend about 65% of their working time on non-revenue generating activities?
With omnichannel selling, salespeople save time by managing all channels in one platform. Plus, they can integrate the omnichannel selling system with other tools they already use to make their work routine even more efficient.
Do you want to improve other aspects of your sales team? Read: Sales Force: Complete Guide for Successful Companies .
How to make an omnichannel sale?
With over 50% of shoppers conducting online research before purchasing to ensure they are making the best possible decision, learning how to make an omnichannel sale is critical.
Here are 6 simple and practical steps you can implement in your omnichannel sales process.