Omnichannel
Omnichannel is a strategy in which all of an organisation's communication and sales channels are seamlessly connected, so that customers have a consistent experience regardless of whether they contact the organisation by telephone, email, chat, social media or in person at a shop. The aim is to put the customer first and eliminate friction in the contact process.
Unlike multichannel, where channels coexist, omnichannel ensures integration: information and interactions are shared across all channels. This means that a customer who asks a question via chat and later calls does not have to explain everything again. This increases customer satisfaction and efficiency.
Does your company utilise omnnichannel?
At HarbersGroup, we help companies implement omnichannel solutions, such as integrated customer contact systems and smart automation. This allows you to create a uniform and personalised customer experience that contributes to loyalty and growth.
Would you like to discover how omnichannel can help your organisation serve its customers better?