What does it mean to be omnichannel?
It’s not just having active social media accounts, sending emails, or posting reels. It’s not about saying, “you can find us everywhere.” Being omnichannel means creating a seamless, consistent experience for your customer no matter how they interact with your brand: WhatsApp, Instagram, email, website, phone calls, or even in-store.
Why does it matter so much today?
Because your customer no longer follows a linear path. One day they see a reel, then they message you directly, later they visit your website, and finally, they call to make a purchase. If they encounter conflicting information, slow responses, or inconsistent tones along the way, they’ll leave.
How to build an omnichannel strategy from scratch?
- Know your customer better than you know your product.
What’s their favorite channel to communicate with you? When do they use it? What do they expect you to respond with?
Researching this is far more valuable than having a thousand tools. - Map your touchpoints.
Make a list of all the channels where your brand has a presence. Then answer:
- What happens if someone reaches out there?
- Does it connect to your system or is it isolated?
- Who responds, and how?
- Unify your message and style.
A brand that’s serious in emails but playful on Instagram is not versatile; it’s confusing.
Choose one tone, one voice, and a way to resolve issues that stays consistent. - Automate, but don’t dehumanize.
You can use chatbots, AI assistants (like Bizmasoft’s!), or automated responses.
But remember: It’s not about replying quickly, it’s about doing it right. - Use technology that communicates with each other.
Your CRM should talk to your WhatsApp Business. Your online store should integrate with your customer service system.
Real omnichannel happens when systems communicate with each other.
Need help getting started? Don’t worry.
At Bizmasoft, we build omnichannel strategies without making it complicated. We work with you, step by step, from what you already have.
