What are the Key Benefits of Omnichannel Messaging?
Omnichannel messaging helps brands derive a wide range of benefits. Let’s look at five of the most prominent.
Reach New Customers
Brands can amplify their visibility and win new customers by reaching prospects on prominent channels like WhatsApp, a channel which 57% of customers use to communicate with brands. Reaching new customers drives brand growth too.
Improved Customer Engagement
By delivering the right message at the right time, and on the right channel, brands can improve customer engagement. A study in 2019 revealed that omnichannel campaigns received an engagement rate of 18.96% while single-channel campaigns received just 5.4% engagement rate.
An omnichannel strategy allows brands to collect customer data just once, rather than at every customer interaction or touchpoint, which helps improve operational efficiency. A Harvard Business Review study found that companies with omnichannel customer engagement strategies achieve a 9.5% increase in Y-o-Y revenue.
As brands collect customer data across channels, they gather a comprehensive understanding of customer preferences, needs and pain points, and are able to tailor their messaging accordingly to drive better engagement and achieve better business outcomes.
Better Customer Experience
Because customers engage with brands on their preferred channels, each interaction or touchpoint becomes friction-less and leads to a better customer experience, which further translates to increased brand loyalty and retention. Brands with strong omnichannel customer engagement strategies achieve an average Y-o-Ycustomer retention rate of 91%, a study reveals.