Create Omnichannel Customer Experience

How to Build an Omnichannel Customer Experience

Did you know that according to a study by Microsoft, about 90% of customers use customer service as a factor in deciding whether or not to do business with a company? And another report by Microsoft states that about 58% of consumers will switch companies because of poor customer service.

It is true! The quality of customer service being provided can serve as a game-changer for businesses across the world. From increasing customer retention rates to customer satisfaction levels, quality customer support can do wonders for businesses.

Focusing on customer-centric helpdesk strategies helps customers leverage quality and allows businesses to get a better understanding of customer expectations. Good quality customer service includes various customer management tactics like Omnichannel support integration and self-service portals. Having multiple customer touchpoints has now become both useful and necessary. 

What Is an Omnichannel Customer Experience? 

Omnichannel customer support experience enables customers to interact with businesses across various channels as a part of a seamless and convenient customer journey. It enables customers to reach out to businesses through their preferred channels.

From trying to reach out to businesses on social media platforms like Facebook to try to reach out via SMS, customers attempt to make connections with businesses through various means. In simple words,

Omnichannel customer experience is when businesses cater to customer needs like placing orders, raising customer tickets, etc. through multiple customer touchpoints. Catering to customer needs for multiple channels and platforms helps businesses make the customer experience much more smooth and efficient. In addition to a smooth and convenient customer experience having Omnichannel support, strategy provides business is multiple other advantages.

According to a study by Aberdeen Group, businesses with extremely strong omnichannel customer engagement retain an average of 89% of their customers, compared to 33% for companies with weak omnichannel customer engagement. 

What Is an Omnichannel Customer Journey?

An Omnichannel customer journey refers to important customer interactions over multiple customer touchpoints between a business and its customer. In other words, an omnichannel customer journey is when customers oscillate from stages like the sale to post-purchase via multiple channels. 

Omnichannel Customer Journey Map

By being available on various customer touchpoints, businesses tend to reduce customer effort and enable a smooth and seamless cross-channel experience. In addition to a smooth cross-channel experience, another advantage that Omnichannel support brings in is the increased brand visibility factor. It helps businesses maintain brand awareness and brand visibility across multiple platforms and channels.

Omnichannel Customer Experience Stats

Omnichannel Customer Experience Stats

Why Is an Omnichannel Customer Experience Important?

Establishing multiple customer touchpoints provides businesses the taste of numerous benefits. From better visibility to increased customer retention, omnichannel customer support is a life-saver for help desk operation teams. 

Here are a few reasons why leveraging Omnichannel customer support is both beneficial and necessary for a scaling business.

1. Provides a Seamless Customer Service Experience 

Multiple touchpoints and connectivity points are necessary. Having a single touchpoint or a single channel can create chaos and longer waiting times for customers. It can also reduce productivity and efficiency levels because of crowded customer touchpoints.

Providing customer service over multiple and preferred channels can showcase brand availability and also introduce a seamless synchronization that will lead to a better customer support experience. 

2. Better Reach 

Being available over multiple channels and mediums also increases the chances of reaching out to a wider range of audiences or prospects. It also enables businesses to stay connected to different age groups and different demographics as well. This will also lead to cost-cutting in product promotion and will also lead to an increase in customer base. 

3. Better Visibility 

Another great advantage of integrating omnichannel support is the increased brand visibility factor. Establishing a business presence on various mediums and platforms increases brand visibility. It also shows that the brand is willing to cater to the needs of customers and prospects. In addition to this increased visibility will lead to higher customer onboarding levels and help increase profitability rates.

4. Increased Efficiency and Productivity 

An omnichannel channel support strategy helps customer service operation teams integrate customer interactions over multiple channels on a single screen. This enables help desk agents to easily solve numerous customer service tickets quickly and efficiently. The Omnichannel support integration helps increase the speed of ticket remediation along with increasing agent productivity levels.

How to Build an Omnichannel Customer Experience

A lack of multi-channel customer experience can lead to decreased customer satisfaction levels, ultimately making it possible for the customer to forget about the business itself due to a lack of brand visibility. Here are 3 important tips that will help you build an efficient omnichannel customer experience. 

1.  Map Your Customer’s Journey

In order to create a seamless omnichannel customer experience, it is essential that you map where your customers begin the buying process and where they end transactions.

For example, when mapping a customer journey you might notice that a lot of customers are not proceeding to the complete purchase option after reviewing final prices.

This helps you understand that there seems to be a challenge or a faulty setback in the review final price section with payment options. The customer support agent can help the customer navigate his or her next move from the review final price stage. By mapping out and segmenting your customers’ journey you can easily identify any challenges and later work towards immediately solving them. 

2. Maintaining Records of Customer Journeys Is Important 

Maintaining organized records of various stages of customer experience is extremely important. Maintaining records and customer data enables businesses to easily and efficiently map customer experience and customer journey. 

This allows businesses to understand customers’ journeys through various stages of customer experience. Additionally, it also enables businesses to understand how customers feel, what they expect from different stages of customer interaction or purchases and helps identify any loopholes or gaps in the help desk operations.

3. Feedback Implementation is a MUST-DO!

Efficient and regular collection of feedback is important alongside the implementation of the collected feedback. Regular feedback collection enables businesses to get a glimpse of what it is like from the shoes of customers which allows them to build better customer-centric omnichannel experiences for customers.

Another advantage of feedback collection is that it enables businesses to create better marketing and sales strategies. 

4. Understand What Your Customers Need

An excellent omnichannel support strategy will always require a good understanding of customer expectations and consumer behavior.

Getting a good idea of what customers expect from your brand is necessary. Analyzing customer feedback, customer trends, and consumer behavior patterns helps your help desk teams and marketing teams create better customer support and effective marketing strategies. Putting yourself in the customer’s shoes will also allow you to create personalized experiences for customers that will eventually lead to higher CSAT scores.

5. Build Mobile Facilities

Enable your customers to perform tasks like shopping, product research or registering customer service tickets on a single screen. Build your mobile capabilities in order to provide your users with a one-stop and seamless brand experience. Enable customers to perform various tasks on a single virtual space that will help them save time as well as provide them an integrated and holistic customer experience. This will not only increase customer engagement but will also increase customer retention levels at the same time.

6. Make Use of the Right Customer Management Tools

Strategies without the right tools and technology are of no use. One of the best ways to implement omnichannel support is through efficient customer relationship management systems or CRMs. Investing in the right customer management tools like Kapture CRM enables businesses to efficiently and quickly leverage multi-channel support that will provide customers with a seamless experience. It also aids customer service agents to streamline customer service interactions from multiple channels all on a single screen. 

Examples of Excellent Omnichannel Experience – 

Leveraging omnichannel Experience strategies can be extremely beneficial for businesses. From providing excellent customer support to increase retention rates omnichannel customer experience can help businesses in many ways. Here are a few examples of businesses that leveraged the omnichannel support strategy.

1. Starbucks

Starbucks is the king of providing an excellent and seamless omnichannel experience to its customers. The Starbucks app allows users to place orders for beverages on the go or to relax and sip while sitting in the store.

Starbucks has also made it possible for users to make payments through various channels. Users can collect points, cash out rewards or apply for coupons on the same integrated space. The app provides a seamless and excellent Omnichannel support experience.

2. Disney 

Be it the theme park or their amazing movies, Disney never forgets to mesmerize its customers. And likewise, enter Disney’s customer service operations as well!

Disney provides an excellent Omnichannel support strategy for customers that helps customers integrate various activities all on a single platform. From booking movie tickets to exploring different parts of the theme park, Disney does an amazing task with the integration of multiple user activities all on a single platform. 

3. Amazon

Amazon’s Omnichannel customer experience is another great example. Needless to say, they always stay ahead in the e-commerce race because of the user-friendly and seamless customer experience factor.

The Amazon app allows users to perform a wide range of tasks like shopping, listening to music, watching movies, and booking tickets all in a single space. This helps users save time and explore multiple options at the same time.


If there is one thing common among modern and profitable businesses in the 21st century, then it is the need for amazing customer service.

The 21st-century customer expects businesses to provide the best help desk experience available. But just like the times, customer expectations also keep growing and changing.

Keeping up with ever-growing customer expectations can be challenging and cost-consuming. But thanks to customer relationship management systems like Kapture that help businesses handle customer service operations like Omnichannel or Self-service. 

Thanks to good technology, customer service has become feasible along with witnessing increased efficiency. To know more about how you can step up your customer service operations through Omnichannel support click here for a demo.


Q. What’s the difference between multichannel and omnichannel? 

While multi-channel leans towards handling and managing multiple platforms independently, omnichannel support or omnichannel management refers to the integration of multiple channels on a single screen leading to an integrated solution. 

Q. Why do customers prefer Omnichannel?

An Omnichannel customer experience enables consumers to reach out to businesses through various channels. Customers will no longer have to use a single channel to raise customer tickets or make purchases. In short, the increased availability of services across various channels provides customers with a seamless and pleasant experience. In addition to this,an omnichannel support also enables a flexible and proactive outreach. 


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