オムニチャネルの意味とは？メリットやマルチチャネルとの違い

What is omnichannel?

Omnichannel is a strategy to approach customers by linking channels that serve as points of contact between companies and customers.

Difference between omnichannel and multichannel

The difference between omnichannel and multichannel is the presence or absence of channel coordination.

While multichannel does not link customer information across channels, omnichannel links data across channels to create a seamless customer experience.

In terms of product sales, multichannel allows the same product to be purchased both in stores and on e-commerce, and in addition, user IDs are shared between stores and e-commerce so that users can earn common points no matter where they purchase products. This is omnichannel.

Omnichannel support in customer support means sharing and linking information when customers contact you through multiple channels, so you can smoothly resume interactions.

If you set up multiple inquiry response channels (multichannel) without assuming omnichannel, various problems will occur.

 

 

By making your customer support department omnichannel, you can deliver a consistent customer experience across all touchpoints.

The challenge of omnichannelization is the initial cost

The biggest obstacle to moving toward omnichannel is the cost of building a system to install multiple channels. The cost of hiring personnel to handle each channel must also be considered, so system construction costs must be kept as low as possible.

Freshdesk, an omnichannel inquiry management tool with no initial cost

freshdesk's omnichannel plans are available for free upfront and only $29 to $99 per user https://www.freshworks.com/freshdesk/ per month.

It is possible to build and operate a highly functional omnichannel customer support system at extremely low cost.

Start by trying out all features with a 14 -day free trial.