Category

Pick a topic

Let’s clearly distinguish Omni-Digital and Omni-Channel

Ring Central Blog

Share

URL copied
2 min read

One of today’s greatest stakes to retain customers’ loyalty, who are becoming always more fickle, is offering personalized and seamless customer care. Even though individualisation has established itself as a prerequisite for quality customer care experience, companies still need to pay close attention to users and consumers on every channel. However, emerging stakeholders dedicated to catering to every digital touch points demand to analyze the evolution of consumers’ expectations and usages through their viewpoint. Why does the concept of omni-digital, often overshadowed by the one of omni-channel, still need to gain acceptance in the world of marketing and digital customer care ?

The steady concern for omni-channel

“Omni-channel” alludes to the capacity of a company to integrate multiple channels or “touch points”, whether they be digital or not. A company that customers can contact via email or phone, for example, can call itself omnichannel. As a PwC study certifies, the advantages of good omni-channel approaches are already proven since it gives companies the ability to retain 89% of their customer base.

The changeover to asynchronous

An Ofcom study shows that younger generations favor digital channels at the expense of more traditional channels such as the phone. This changeover is the direct consequence of the need to emancipate themselves from time constraints. This explains the wide enthusiasm for asynchronous apps. These apps also give the freedom to start a conversation at leisure and receive an appropriate answer as soon as possible which gives users the experience of less demanding conversations.

Omni-digital, a context that a growing number of companies are prioritising

More and more customers, especially in industries such as banking or insurance, do not use physical channels to contact businesses (stores, phone customer care, …). In the banking industry, PwC revealed that 46% of customers have embraced an omni-digital approach in 2017, against 27% in 2012.

Omni-digital customers expect a smooth experience : what counts for them is to be able to use the channel they prefer to find a solution to their problem. Companies need to be able to offer a uniformed quality service across all of their touch points.

“Omni-digital” involves a strong aspect of connectivity that constitutes a major stake for companies regarding the variety of touch points they offer to their customers and users. Moreover, digital tools such as interactions platforms, CRMs, statistics tools, call platforms, process managing, etc have become crucial to Customer Care departments. The essential circulation of information is now possible thanks to the interconnectivity of all these tools.

For everyone involved, omni-digital is a win/win offering. It consistently allows customers to communicate with companies at any time of day, without depending on customer service opening hours. Whilst, for the agents, through clearer communication channels their job becomes less stressful and more interesting and ultimately, allows them to provide a better, more efficient service.

This approach is a reflection of a company’s decision to adapt to its customers’ preferences; offering digital channels in order to reduce time wasted solving an issue. The biggest advantage of this approach is that it has the most impact on customer loyalty.

Originally published Apr 25, 2018, updated Apr 18, 2021

Up next

Customer experience, Customer stories

Teachers: Reclaim valuable class time with team messaging and collaboration

I admire teachers. So much so, I married one. From watching my wife, I’ve seen first-hand just how much work is involved with being a teacher. Teachers not only have the responsibility to engage and educate young minds, but they also need to partner with parents/guardians, administrators, and other teachers. These partnerships are critical for ...

Share

URL copied

Related content

Business leadership, Customer stories

RingCentral Helps Peifer Security Solutions Achieve Two Mission-Critical Company Goals

Customer experience, Small business, SMB customer experience

Running a promotion is not a customer retention program

Customer experience, Small business, SMB customer experience

27 books to build, boost & revitalize your customer service

Before you go...
Get our very best content for free and start working better from anywhere
You’re in! Thanks for signing up. Keep an eye out for our emails in your inbox.
Get the Remote Work Playbook
Everything you need to know in one place
Get the 2021 State of Hybrid Work Report
Learn how businesses are managing a partially remote workforce
You’re in! Thanks for signing up. Enjoy your copy of the Remote Work Playbook.