Make Your Omnichannel Retail Strategy Work
Michelle Curtis
Business Coach & Consultant | 10X Business Coach | Helping Business Owners 40+ Grow to +7 Figures with an End-to-End Business System | Proven Framework That Scales Leveraging the 7 Critical Business Breakpoints
In today's world, customers can reach out through any number of touchpoints. They may visit your website, contact your agent, leave a message on your social media page, shop from your store or contact you through a live chat or a messaging platform.
How can you guarantee that your omnichannel retail strategy is working? Here are some tips:
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Up-to-date, visual engagement tools enable your organisation to serve customers across all touchpoints, channels, and journeys.
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Find out which channels are most important to your customers. Customer support staff should contact customers via their preferred channels, phone, email, live chat, video call, online help centres or in-app messaging. Integrate and optimise those channels, adding personalised messages and offering one-to-one interaction with live chat or video calling.
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Direct the conversations based on a user’s previous response. Keep a track of customer conversations using parameters like user profile. This way, you can always respond contextually, irrespective of the channels they used.
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