Technological evolution and consumer behavior have driven significant changes in the way companies interact with their customers, making an omnichannel platform indispensable.
One of these changes is the adoption of omnichannel platforms. In this article, we will explore in detail what an omnichannel platform is, its advantages, how to implement it in your company, and present a list of the 20 best tools available on the market, including Nexloo, the most comprehensive among them.
What is an Omnichannel Platform?
An omnichannel platform integrates all communication channels and customer touchpoints, offering a unified and continuous customer service and sales experience. Let’s delve deeper into this concept.
The term “omnichannel” refers to the integration and cooperation of the various communication channels a company uses to interact with its customers.
This can include physical stores, online stores, social media, mobile apps, emails, phone support, and more.
Difference between Omnichannel, Multichannel, and Crosschannel
While multichannel uses multiple communication channels that operate independently, and crosschannel integrates some of these channels, omnichannel cohesively unites all channels.
This means that the customer experience is continuous, regardless of the channel they choose to use.
What is the Purpose of an Omnichannel Platform?
The main function of an omnichannel platform is to provide an integrated and seamless experience for the customer. Here, we will explore the main utilities and benefits.
Improved Customer Experience
Channel integration allows customers to move between different touchpoints smoothly, significantly improving their experience.
A practical example would be a customer starting a purchase online and completing it in a physical store, with all their data and purchase history instantly available to the salesperson.
Increased Sales and Loyalty
A more satisfying shopping experience tends to increase customer loyalty, resulting in higher retention rates and increased sales.
Customers who receive cohesive and personalized service are more likely to return and recommend the company to others.
Operational Efficiency
Centralizing information and automating processes reduce time and operational costs.
A well-implemented omnichannel platform allows the sales and customer service teams to work more efficiently and with fewer errors.
Advantages of Using an Omnichannel Platform
The advantages of adopting an omnichannel platform are numerous, ranging from customer experience to operational efficiency. Let’s detail these advantages.
Personalization and Relevance: An omnichannel platform allows for more efficient personalization, as all customer data is centralized. This enables more relevant offers and more assertive communication.
Complete Customer View
Having a 360º view of the customer is one of the biggest advantages of omnichannel. With all interactions and data consolidated, companies can better understand customer behavior and preferences.
Improved Internal Communication: Internal communication between different departments, such as sales, marketing, and customer service, also improves with an omnichannel platform. Information exchange is facilitated and more accurate, allowing for more aligned and strategic action.
How to Implement an Omnichannel Platform
Implementing an omnichannel platform requires planning and a strategic approach. Let’s explore the necessary steps for a successful implementation.
Planning and Defining Objectives: The first step is to clearly define the company’s objectives with the implementation of omnichannel. These objectives should be aligned with the business strategy and centered on improving the customer experience.
Choosing the Right Technology: Choosing the technology is crucial. It is necessary to select a platform that meets the specific needs of the company and is scalable. Tools like CRM (Customer Relationship Management), ERP (Enterprise Resource Planning), and marketing automation systems are essential.
Channel Integration: All communication channels must be integrated so that information exchange is continuous and seamless. This includes integrating internal systems, like CRM, with external touchpoints, such as websites, apps, and social media.
Team Training: The team must be well-trained to use the new platform and understand the importance of omnichannel. This includes technical and service training, focused on providing a quality customer experience.
Continuous Monitoring and Adjustments: After implementation, it is essential to monitor the results and make adjustments as necessary. Feedback from customers and the team should be constantly evaluated to ensure the platform is functioning as planned.
20 Best Omnichannel Tools
To assist in the implementation and operation of an omnichannel strategy, there are several tools on the market. Below, we list the 20 best, including a brief description of each.
1. Zendesk: A customer service platform that offers support through multiple channels such as email, chat, phone, and social media.
2. Salesforce: A complete CRM that integrates sales, service, and marketing, providing a unified view of the customer.
3. HubSpot: Known for its marketing automation and CRM tools, it offers an integrated approach to managing the customer journey.
4. Freshdesk: A customer service software that centralizes all interactions in one place, making management and tracking easier.
5. Intercom: Focused on customer communication and relationship, it facilitates service through chatbots, emails, and in-app messages.
6. Shopify Plus: An e-commerce platform that integrates various sales channels, from online stores to physical points of sale.
7. Oracle CX Cloud: A suite of applications that integrates sales, marketing, commerce, and service, focusing on customer experience.
8. Microsoft Dynamics 365: Integrates CRM and ERP, offering a complete and detailed view of the customer, improving management and personalization.
9. SAP Customer Experience: Tools that cover everything from marketing to sales and service, focusing on the complete customer experience.
10. Sprinklr: A social media management platform that allows unified and efficient communication across multiple channels.
11. Hootsuite: Famous for its social media management, it facilitates the integration and coordination of campaigns on different platforms.
12. Zoho CRM: A complete CRM that offers integration with various channels and tools for automation and data analysis.
13. Marketo Engage: A marketing automation tool from Adobe, which facilitates the creation of personalized omnichannel campaigns.
14. Agile CRM: Focused on small and medium-sized businesses, it offers integration of sales, marketing, and customer service.
15. Genesys: A customer service platform that centralizes all interactions and offers advanced analytics and personalization features.
16. Pega Customer Service: A solution that offers customer service across multiple channels, with automation and artificial intelligence features.
17. LivePerson: A communication tool that integrates chat, SMS, and social media to offer continuous and personalized service.
18. Amplitude: A customer behavior analytics platform that helps understand and optimize the customer journey across all channels.
19. Emarsys: A marketing automation tool that offers real-time personalization, integrating various communication channels.
20. Nexloo: The most comprehensive tool on the market, offering an omnichannel solution that integrates CRM, marketing automation, data analytics, and more, all in one platform.
Nexloo: The Best and Most Comprehensive Tool on the Market
Among all the available tools, Nexloo stands out as the most comprehensive.
With a holistic approach, Nexloo integrates all the needs of an omnichannel strategy into a single platform.
From CRM to marketing automation and data analytics, Nexloo offers everything a company needs to provide a seamless and continuous experience to its customers.
Advanced Features of Nexloo
– Total Integration: With Nexloo, all communication channels and touchpoints are perfectly integrated, ensuring a complete view of the customer.
– Intelligent Automation: The platform uses artificial intelligence to automate processes and personalize the customer experience.
– Data Analytics: Robust analytics tools that allow real-time performance monitoring and strategy adjustment as needed.
– Multichannel Support: Nexloo facilitates customer support through various channels, including chat, email, phone, and social media.
– Scalability: Ideal for companies of all sizes, the platform is scalable and can grow with the company.
Why Choose Nexloo?
Nexloo is not just a tool but a complete solution for companies that want to implement a successful omnichannel strategy.
With specialized support, cutting-edge technology, and an unwavering focus on customer experience, Nexloo positions itself as the best choice on the market.
Implementing an omnichannel platform can transform how your company interacts with customers, offering a more integrated and satisfying experience.
With the right tools, such as those mentioned above, and especially Nexloo, your company can reach new heights.
