What Is Omnichannel Messaging & How Does It Work?
Omnichannel messaging is actually a communication technique wherein brands make it possible for customers to begin a conversation on one channel and easily carry on the same conversation on another channel. An omnichannel approach assists brands to engage customers with customized messaging and offers a regular as well as cohesive customer experience (CX).
An Example of Omnichannel Messaging
Let’s say a user, Paul, clicks on an Instagram ad for the latest smartwatch on sale. He lands on the product page and adds to the cart his chosen smartwatch but for some reason, he abandons the purchase and drops it off. In order to remind him of the item on his cart an SMS or a WhatsApp notification is triggered by the chatbot. He responds and asks for more product information then the chatbot helps Paul with the details he is required to complete the purchase. Two days later, Paul gets a message with a catalogue of a storage bag as well as a smartwatch case as upselling and cross-selling choices, which help brands generate more purchases, boost average order value (AOV) and enhance customer satisfaction (CSAT). Thus, omnichannel messaging provides a seamless customer experience (CX) throughout channels and increases sales and revenue.
Understand the Key Benefits of Omnichannel Messaging.
Omnichannel messaging helps brands get a number of benefits. Let’s have a look at five of the most dominant.
Why is Omnichannel Messaging Essential for Businesses?
The Way to Maximize the Potential of Omnichannel Messaging
Let us check out the three aspects of nailing your brand’s omnichannel messaging approach and achieving your goals.
How LeGarde Burnett Can Help Implement Omnichannel Messaging for Your Brand
Meet Up With Customers on Their Preferred Messaging Channels
How LeGarde Burnett’s Partners are Leveraging Omnichannel Messaging
LeGarde Burnett has made it easier for global brands to increase sales, revenue as well as customer loyalty with industry-leading omnichannel solutions.
JioMart, an online shopping platform developed by Reliance Industries, has a wide range of product offerings from consumer electronics to apparel to grocery and general merchandise. It recognized the need for an omnichannel approach to make shopping seamless for crores of Indian citizens. LeGarde Burnett built a chatbot that would go on to facilitate the first end-to-end shopping experience on WhatsApp, receiving acclaim from Meta CEO, Mark Zuckerberg.
LeGarde Burnett solution for JioMart made it seamless for customers to discover products, add to cart, confirm delivery information, and complete purchase using any payment method - doing so from within WhatsApp.
LeGarde Burnett solution helped JioMart achieve a 15% conversion rate and a repeat rate of 68%.
Netmeds, one of India’s most trusted and convenient pharmacies, Netmeds, sought a solution that could handle its 10x surge in customer growth
Netmeds partnered with LeGarde Burnett to build a chatbot capable of delivering a consistent experience while helping foster long-lasting customer relationships. Named Netty, the chatbot could respond to queries via Google Search and Google Maps using Google Business Messages (GBM) and LeGarde Burnett.
LeGarde Burnett solution made it seamless for Netmeds to handle the surge in demand while enabling its customers to track and manage their orders intuitively by chatting directly with the chatbot.
LeGarde Burnett solution helped Netmeds save 2600+ agent hours, achieve an automation rate of 83.6% and improve its first-response time by 99%.
TravelXP, a global travel media-tech brand, TravelXP sought to offer a seamless way for its customers to manage their travel bookings via Instagram.
It partnered with LeGarde Burnett to build an Instagram bot to aid its lead-generation efforts via the image-sharing platform. The visual content on Instagram makes it the ideal channel for TravelXP to promote attractive hotel and flight deals to some of the world’s dream destinations.
LeGarde Burnett built an Instagram bot to help TravelXP generate leads and convert more of those leads into sales and revenue.
Since implementation, the bot has handled 75% of customer queries, which has reduced the load on the call center and freed the agents to focus on handling more complex queries.
Aegon Life, a digital life insurance company in India, Aegon Life offers a diverse range of life insurance policy plans. It sought an omnichannel chatbot capable of helping customers with end-to-end query resolution and offer a positive customer experience.
Aegon Life partnered with LeGarde Burnett to build a chatbot solution that could handle customer queries pertaining to policy, policy premium, premium due dates, and premium certificates.
LeGarde Burnett built a chatbot solution catering to web, WhatsApp and Facebook Messenger, which helped Aegon Life reduce agent hours by 200 hours.
Omnichannel messaging is a must for eCommerce as well as retail brands to push brand growth because it helps impact the purchase decision at each phase of the customer journey. It also improves the customer experience and helps brands get ideas into their customer’s buying behavior. However, to maximize the potential of omnichannel messaging, brands should zero in on their priority channels, try to make their communication with customers customized, take advantage of data to determine what’s working and what’s not, and consistently optimize their strategy to attain the desired business outcomes.