Omnichannel Platform:

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Omnichannel is another immersive marketing term that represents a more holistic approach towards multichannel marketing. It doesn’t matter whether the customer is online, offline, on-call, or on an alien device, he or she will receive a seamless customer experience. As customer interactions are booming digitally, it is indeed where omnichannel is most influential.

By omnichannel marketing, you actually become more customer-centric. In this practice, you leverage all the channels to create a more unified and personalized experience for your customers. A customer can start their journey at a brick-and-mortar store and end it on the mobile app. Through omnichannel, you can support this customer holistically, keeping a track of their journey.

What are Omnichannel Platforms?

Omnichannel platforms are solutions that can enable omnichannel marketing. It allows agents to track every customer ticket or a purchasing journey across the channels. This gives each agent the empowerment to overview a customer profile and approach them to meet their KPIs. While it is very agent-friendly, the customer experience is the driving force here. The end-user is always receiving a more immersive experience, where the agent knows their purchasing history, previous tickets, and basic information. This allows the agent to build deeper relationships with every customer, generating brand advocacy.

Differences between Multichannel and Omnichannel?




Customer-centric strategy

Channel-centric strategy

Focuses on converging all customer’s channels.

Focuses on expanding brand messaging channels.

Keeps a track of customer conversations across channels to create single customer profile.

Keeps information siloed for each channels. Customer profiles are disjointed by channels.

Agents can easily access each customer profile and study their journey for personalisation.

Agents can only log into one channel at a time and access the information limited to that channel, leading to impersonal communication.

Customer experience is always improved.

Customer engagement is always improved.