When we think of digital solution providers, you can think of the web and mobile app, but the next generation of providers is about interactive solutions that your customers can control and engage with. Enter the Omnichannel providers, a formulation of what old-school agencies used to do and farm out anything they were not at. Of course, this caused management issues as rarely were they connected or supported consistently.
Now, True Omnichannel providers give customers a consistent way to manage all touchpoints that let people explore in whatever device they choose. However, not all Omnichannel providers are the same. Omnichannel is not just about using different channels beyond voice; it’s about giving clients the option to choose how they want to get in touch with your brand.
A basic omnichannel strategy is the culmination of synchronized back-end systems that provide a consistent experience to the customer at each touchpoint. A supercharged omnichannel experience is an investment in digital kiosks and signage and mobile experience that help combine data channels, increase sales and increase customer satisfaction.
At the end of the day, users do not differentiate between one channel and the next, and neither should you. Channels should work together to provide uniform customer service. Make the customer feel as if it was the same agent who was communicating across the various channels.
So, how do you choose the right omnichannel provider?
First of all, you need a provider with experience creating effective omnichannel. It’s not the same to install kiosks, a digital display or build a custom app – as well as to provide an integrated solution to your business.
Your provider has to be able to plan, build and integrate your actual channels. They must also have the hardware, software, mobile and integration to your data platforms, to ensure everything works consistently. Ideally, with a platform that works as your business does. It’s important that the platform is able to provide a multi-data, device and social media marketing solution for Customer Experience, inclusive of content management and asset control to build stronger connections with the brand, customer satisfaction, and revenue opportunities.
For example; Omni Analytics is an open-source connection tool that allows you to use a multitude of services, third-party and dashboards specially built for Omnichannel usage tracking. Customized to understand customer usage patterns, how they were acquired, how long they stayed in location and even deeper demographic recognition tools (Facial Recognition). A true Omnichannel solution should provide both 3rd and 1st party integrations that can extend across each product set. Recap on key Omnichannel providers.
• Provides a cloud-based Omnichannel platform that controls Kiosk, Digital Signage, Mobile and Web applications.
• Has direct integrations into your existing systems CRM, CMS, PoS, PMS etc.
• Has experience with integrations to your core systems and understand architecture to get them talking
• Provides a host of 1st party and 3rd party plugins to help enhance each product
• Allows you to share digital assets across each product Kiosk, Digital Signage and Mobile seamlessly
• Provides full analytic and backend reporting to substantiate the many new points of data you can control
Are you ready to select your omnichannel provider?
If you have questions, we have answers. Contact us and we will help you formulize a solution that fits your needs and goals. We love what we do and are here to help you find a solution that complements your existing systems, affordably and quickly.