1. What does "omnichannel strategy" mean?
2. Activate an omnichannel strategy with the Virtual Assistant
3. CX Studio, Pat's omnichannel Virtual Assistant platform
How to set up an Omnichannel Strategy with the Virtual Assistant, which allows you to improve the Customer Experience and build customer loyalty?
Omnichannel is an increasingly important concept within companies' digital transformation strategies. This type of approach allows you to establish a presence on different platforms, allowing customers to interact and get involved through different channels simultaneously and without loss of information.
70% of medium-large companies consider omnichannel as a fundamental direction of strategic development for their business.
Research conducted by Forrester shows that as many as 92% of all in-store purchases occur after customers have searched online. (Forrester - How to build real trust with your ecommerce customers).
One of the most useful tools for implementing an omnichannel strategy is undoubtedly the Virtual Assistant, which uses Artificial Intelligence (AI) technologies to allow users to interact with the company in a simpler, faster and more immediate way.
What does "omnichannel strategy" mean?
Omnichannel and omnichannel strategy are concepts that go hand in hand with the Customer Experience: the consumer experience arises from a set of interactions that take place between the latter and a product, a brand, a company, or part of its organization, such as for example Customer Service. The response to these interactions, the Customer Experience, is strictly personal and involves the customer at different levels (rational, emotional, sensorial, etc.).
In recent years, digitization has made online and offline purchasing processes smart, completely revolutionizing the habits of omnichannel customers. Today eCommerce portals have multiplied and numerous online services are available, both on browsers and on special apps, which rely on the use of chatbots to improve the Customer Experience of all customers.
Today's customers expect to receive quick answers, possibly in real time, directly on their smartphone or on their computer. In addition to this, they consider the online store and the offline one as one big entity, and it is for this reason that it has become extremely important to optimize the entire customer journey.
All this makes it necessary for companies to adopt an Omnichannel Strategy to synergistically manage the various touchpoints and interaction channels between company and customer, in order to offer a fluid and consistent experience to their customers. Among the most common touchpoints we find the corporate website, social media and e-commerce, as well as the traditional physical store, call center, etc.
How to concretely create an omnichannel experience? Our free Ebook details the foundation for establishing an omnichannel marketing strategy with a Virtual Assistant. Virtual Assistants can be used to provide customer support and assistance, manage inquiries and reservations, and more.
Activate an omnichannel strategy with the Virtual Assistant
Virtual Assistants or chatbots that use Artificial Intelligence technologies represent the interactive heart of modern customer assistance and support services. These AI-powered solutions enable you to provide fast and accurate answers to customer questions and requests, 24/7.
In addition, they can be used to automate and simplify many repetitive tasks, freeing human operators time to focus on more complex and higher value-added tasks.
These innovative AI-powered tools can be integrated on different platforms, such as websites, mobile apps and social media, and can be customized according to the specific needs of the company and its customers. In this way, they can help increase the efficiency, customer satisfaction and competitiveness of the company. In fact, Virtual Assistants allow users to interact with the company, fitting perfectly into the logic of the omnichannel strategy: today they represent a simple, reachable, rapid and convenient interaction channel.
The advantages that can be found thanks to the use of a Virtual Assistant are:
• automate and streamline customer interaction management and processes. This factor is a priority for many companies, as it can help reduce costs, increase efficiency and improve customer satisfaction;
• get more information about customers to get to know them in more detail. This is possible due to their ability to collect and analyze customer data, thus providing a more accurate understanding of their interests and preferences. In this way, Virtual Assistants can help companies provide a more personalized service and better meet the needs of their customers;
• collect data and maintain a history of interactions with users and customers;
• analyze the data collected during interactions in order to identify opportunities for improvement and to develop more effective marketing and sales strategies.
The diffusion of Virtual Assistants, Chatbots and Machine Learning technologies follow the evolution of the Customer Experience because, by innovating the company-customer relationship, they respond as a new model to the behavior of digital customers who are increasingly active and attentive to the experience offered by companies with which they interact.
CX Studio, Pat's omnichannel Virtual Assistant platform
CX Studio is Pat's application solution that governs Customer Interaction and Experience strategies and, thanks to Artificial Intelligence, Machine Learning specifications and omnichannel logics, has interaction and dialogue functions based on the rules of understanding human language.
Our omnichannel Virtual Assistant knows how to maintain customer involvement, interpreting their preferences, needs and browsing behavior on digital channels.
CX Studio keeps the conversation going through the best known and most common instant messaging applications and therefore offers a valuable service useful for consolidating the company-customer relationship.