Here's how you can deliver a seamless omni-channel experience to your customers.

Entender as necessidades dos seus clientes é essencial para uma experiência omnichannel impecável. Comece coletando e analisando dados de diversos pontos de contato para captar suas preferências e expectativas. Com esses insights, você pode personalizar cada intera??o, garantindo relevancia e proximidade. O objetivo é fazer com que seus clientes se sintam reconhecidos e valorizados em todos os canais. Isso n?o só gera confian?a, mas também fortalece a rela??o e a lealdade deles com sua marca.

Una de las razones que mas molestia generan a un cliente es que un agente que ha estado trabajando con ellos no sepa lo que han hablado con los agentes anteriores. Por ello es crucial tener herramientas que integren todos los canales, como Salesforce, o herramientas diferentes que se integren para tener toda la información. Debes poder responder sobre un mismo perfil y con toda la información a un Whatsapp, email, llamada o chat de la web. En Salesforce se trabaja con una funcionalidad llamada "omnichannel" que permite al agente recibir todo tipo de comunicaciones independientemente del canal por el que entran en un único lugar. Así, podrá contestar rápidamentr

Omni-channel retailing also poses a significant challenge: channel integration. The organization must ensure that all communications with customers, whether on social media, emails, or phones, are in unison. Once, I introduced a single CRM to integrate all the touchpoints so that our team could see customers’ history and preferences at once. This integration helps ensure your customers have a pleasant, uniform experience irrespective of the channel they use to engage you. It increases customer satisfaction and strengthens the bond between the buyer and the business by making the client feel you are interested in their experience with your product or service.

Tendrás algunos empleados que son naturalmente mejor en cada uno de los diferentes canales. Hay dos opciones aquí: 1. Tener a todos los empleados contestando a todos los canales. 2. Tener a cada empleado contestando a su canal favorito. Aquí es crucial saber la demanda en cada momento ya que si hay baja demanda en un canal quizás no tiene sentido alocar especialistas para que no estén ocupados. Por ende, dependiendo de la casuística de cada empresa, una de las opciones es entrenar a todos los empleados a utilizar todos los canales pero marcando prioridades. Además, utilizando herramientas de análisis podrías saber cual es el tono que mejor funciona o como asegurarte de dar un buen servicio

Delivering a seamless omnichannel experience can be simply summarized as: Understanding the unmet needs of your customers via journeys and personas, increasing the engagement with value-added content and services, improving their experiences via seamless omnichannel ecosystem, and finally measuring & amplifying the both customer and business impact.

I believe that Building a Personalized HCP Engagement Journey starts by understanding your Patients critical touchpoints. In order to craft the right campaigns : 1. Identify Your Key Patient Phenotypes: Segment your patient population by condition, demographics, or other relevant factors. 2. Understand the Patient Journey: Map the steps your patients take – from initial diagnosis to ongoing care. Identify their goals, motivations, and pain points. 3. Prioritize Your Touchpoints: Pinpoint the key interactions HCPs have with patients throughout their journey. 4. Focus now on HCPs : Start mapping behaviours, actions needed, assets and channels for each one of your campaign that will deliver a solution to your patient pinpoint.