Your customer starts with a message on Instagram, continues by email, then calls to follow up on their request. Do they have to explain everything again each time? If so, you have anomnichannel problem.
In this guide, discover what omnichannel really is, why it has become essential, and how to implement it in your customer service department.
Omnichannel refers to an approach where all customer communication channels are integrated and synchronized, providing a seamless and consistent experience regardless of the point of contact.
Customers can switch between channels seamlessly: their history, context, and request follow them.
These two terms are often confused, but they refer to very different realities:
In summary: multichannel means being present everywhere. Omnichannel means being consistent everywhere.
73% of customers use multiple channels during their purchasing journey. They expect a seamless experience across all these touchpoints.
According to a Salesforce study, 76% of customers expect all agents to be aware of their history. Having to repeat their problem is one of the main sources of frustration.
Companies with a strong omnichannel strategy retain an average of 89% of their customers, compared to 33% for those with a weak strategy.
Connecting all channels to a single platform requires robust integrations. Data must flow in real time.
If the email team doesn't talk to the phone team, omnichannel won't work. It's as much a human project as it is a technical one.
The tone, responses, and processes must be consistent across all channels. This requires documentation and training.
A CRM or customer service platform that aggregates all interactions is essential. Agents must be able to view the complete history with a single click.
Modern tools (Zendesk, Freshdesk, Intercom, etc.) allow you to manage all channels from a single interface.
Agents must be able to navigate between channels and understand the specificities of each while maintaining consistency.
AI can route requests to the right channel/agent, suggest consistent responses, and maintain context across channels.
Klark integrates seamlessly with leading platforms to bring a layer of intelligence to all your channels, with consistent, contextualized responses.
Track KPIs by channel to identify specific characteristics, but also globally to gain a complete view of the customer journey.
Omnichannel impacts several key indicators:
Opening a WhatsApp channel without connecting it to your CRM creates a new silo. Integrate before activating.
An omnichannel tool that is poorly used is worthless. Invest in training your teams.
A large part of interactions take place on mobile devices. Your experience must be perfect on this medium.
Some customers prefer email, others prefer the phone. Respect their preferences rather than forcing a channel.
Without centralized history, omnichannel doesn't really exist. It's the foundation of everything.
No. It's better to excel on a few well-integrated channels than to be mediocre everywhere. Choose according to your target audience.
Varies depending on complexity. SaaS platforms allow you to get started for a few hundred euros per month.
From a few weeks (basic integration) to several months (complete transformation with change management).
Yes! Modern tools are accessible. An SME can have an omnichannel approach with 2-3 well-integrated channels.
Omnichannel is not a technological luxury; it's what your customers expect. A seamless, consistent experience where they never have to repeat their story.
The keys to a successful omnichannel strategy:
Ready to go omnichannel? Discover how Klark can unify your customer service.
