Brands should create a unified messaging app to provide a seamless omni-channel customer experience

New Ideas in MarketingEssential news for marketers, summarised by YouGov
January 17, 2020, 5:26 PM UTC

Study says that offering omni-channel experiences have helped businesses retain 89% of their customers.  

Incorporating marketing channels like phone, email, live chat and social media allows brands to provide a seamless and consistent omni-channel customer experience. This piece suggests businesses should create a unified messaging app to effectively create a consistent experience while minimising errors and delays.

Brands should prioritise mobile-first interface and create streamlined mobile experiences as more than half of buyers are less likely to buy from a brand that offers poor mobile experience. Further, enabling social listening can not only help brands measure their customer sentiments, but also improve customer satisfaction and reduce churn.

The author suggests businesses can also provide contextual support and real-time assistance to consumers via live chat. Marketers can further leverage SMS and messaging to deliver a consistent and seamless customer experience.

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