Despite the hype about e-commerce, physical retail still plays an important role in consumers’ lives. Many customers want to go to brick-and-mortar stores rather than shop online.
At the same time, the role of the store is also evolving. More and more shops are using their space to connect with their community, for example through in-store events, product demonstrations, classes, lessons and more.
At the end of the day, the tactile, sensory shopping experience that brick-and-mortar stores offer cannot be replicated. So brick-and-mortar shops still have their place —they just need to be seamlessly connected with a business’s other channels.
Why you need omni-channel
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An omni-channel strategy is quickly becoming standard in the modern climate. According to a Coresight report, 74% of retailers have either started on their omni-channel strategy or have already implemented it. Businesses that haven’t yet started thinking about an omni-channel strategy are driving in the slow lane.
Ideally, an omni-channel strategy benefits businesses by uniting their physical and online channels and reinforcing their strengths, making them stronger than they would be on their own.
A good omni-channel strategy focuses on connecting all of a company’s touch points in real time, such as brick-and-mortar shops, social, website, email, and mobile. This enables customers to move seamlessly between these channels.
This holistic strategy is different from a multi-channel strategy, where the various touch points operate in silos. In short, an omni-channel strategy breaks down boundaries to put the customer at the heart of the journey.
According to the 2019 Salesforce report, the State of the Connected Customer, 67% of customers use multiple channels to complete a single transaction. This means that businesses that don’t offer multichannel engagement are providing a substandard experience for these customers.
In fact, up to 40% of customers say that they won’t do business with companies if they can’t use their preferred channels. With these statistics on the line, it’s clear that omni-channel is a must for retailers’ CX strategy today, an essential part of delivering a great customer experience and meeting customer expectations.
Accelerating your transformation to omni-channel
One of the barriers to omni-channel adoption is the necessity of monitoring and responding on many different channels. Companies often find it overwhelming to onboard and set up all of these channels.
Seeing this challenge for our customers, Telin designed and created NeuAPIX as a solution to help companies move to omni-channel and deliver positive customer experiences.
NeuAPIX is a powerful, easy-to-deploy cloud-based platform that lets businesses add sophisticated, omni-channel communications features to their own applications without needing to build backend infrastructure and interfaces. Telin’s Voice & Text AI-Powered Virtual Assistant is designed to help customers resolve queries in real-time across multiple channels, 24/7, with the ability to seamlessly bring in human customer service staff as needed for complex queries.
NeuAPIX is a practical solution that lets businesses digitally engage with customers on the channel of their preference, get customer feedback, build 'magic' connections with customers through meaningful responses in order to create high Customer Live-Time Value.
Implementing solutions like NeuAPIX can improve customer lifetime value, reach new customer segments, increase operational efficiency and sales, improve inventory turnover and strengthen customer loyalty.
Why wait?
Simply send us an email at marketing@telin.net if you’re interested in strengthening your omni-channel strategy and maintaining your competitive edge. Our experts would be happy to discuss this with you. Stay safe, stay healthy, and stay connected!