Consumer behavior is constantly evolving. Gone are the days when consumers communicated with businesses only during work hours.

Consumers now sign in from different devices and communicate with brands through various channels, varying from the phone or web chat to social media. It takes an exceptional experience to compel them to buy from you and stay loyal. That’s why it is important for brands to offer them seamlessly, integrated experiences.

As a brand, you should ensure that your customers can interact with you anytime, around the clock, across various channels. When you provide them with the right details at the right time, it helps you build trust and loyalty.

Do you want to meet customer expectations? The answer to keeping your customers happy lies in an omnichannel customer service strategy.

What is Omnichannel Customer Service?

Omnichannel customer service integrates all communication channels of a brand for efficient customer interactions. It helps you provide consistent experiences and meet the needs and demands of your customers, even when they reach out to you from different channels.

If you want to provide a consistent service, the first thing you need is to maintain a single database for consumer data collected via different channels. That way, you can keep track of an individual’s entire journey with your brand. 

You will know exactly who they are, what plan or product they bought, and have at hand all the information needed to provide them with the answers they are looking for. 

Secondly, you should think about connecting your web services and data to smart technology that can make it easier for your customer service department to deliver fast and accurate responses, as well as give dedicated attention to sensible cases.

With omnichannel customer service, you can treat your customers as individuals and cater to their specific needs, interests, and preferences.

Why Should Businesses Use It?

Offering omnichannel customer service comes with a lot of advantages. It can help you:

Provide Service to All Consumer Groups

Some customers like to communicate with brands through their websites while some prefer social media channels like Facebook Messenger. Others may try to find answers through phone calls or in your website’s FAQs.

If you want to cater to the needs of all of these consumer groups, you should focus on providing omnichannel customer service. This means that you need to treat and serve your customers where they are to boost user engagement.

Related article: Ominchannel Customer Service: Why should you implement it in your business?

An omnichannel solution is the best way to assist your customers and potential buyers through their preferred channels. This can also help you diversify your customer base as you can reach out to potential buyers and customers who only interact on certain channels.

With our AI-powered omnichannel solutions, you can provide them with timely and immediate customized customer service solutions. Whether they contact you through WhatsApp, web chat, Facebook Messenger, or by phone, you can offer them the same enhanced experiences.

Get Customer Insights

You should maintain a single, centralized database to store consumer data collected from various channels. You can then use this data for predictive analysis, which will help you make more informed business and marketing decisions.

This database can act as a great source of information about your existing customers and potential buyers. With these valuable consumer insights, you can craft efficient marketing and sales strategies for your business.

Deliver Fast Responses

Your happy customers can be the best advocates for your brand. Everyone, from the most senior executives to college-going millennials, trust product recommendations from friends and other customers.

Delivering quick responses through chatbots can help you ensure that buyers have positive user experiences with your brand. This, in turn, can help you boost the number of happy customers.

Adopting an automatic omnichannel customer service solution can help you promptly address customer requests and provide effective solutions. The faster you respond, the more likely those consumers will buy from you. Therefore, omnichannel solutions can also help you drive more sales and revenue.

Of course, in some cases, the human touch is needed. You can effectively use our omnichannel chat solution to empower your customer care representatives to deliver fast responses. Using artificial intelligence, Live offers suggestions to your agents so they can provide smart and faster responses to your customers.

It also helps you enhance the customer experience by using the best of both worlds: bot-human-bot conversations.

The Live orchestrator controls conversational flow and transfers the conversation to a human agent when necessary without changing the interaction window. Similarly, it helps you return the conversation to the chatbot at any time, maintaining unique omnichannel experiences.

Improve Customer Engagement

An omnichannel customer service solution ensures that you are easily and quickly available for your customers, at all times and through all channels.

With a unified knowledge-base, you can answer their questions and give them the help they need, when they need it.

For example, if you’re in charge of a bank’s customer service, your customers might frequently ask about:

  • Their credit card balance
  • Requirements for personal loans
  • What they should do when losing a credit card
  • Your products, services, and the benefits you offer

The Banco Comafi team partnered with us to deploy Sofia, a virtual assistant, to give 24/7 first-level support on specific questions across various digital channels. Sofia answers customer requests through their website, home banking, and WhatsApp.

This has helped Banco Comafi improve their customer relationships, automate processes, and reduce customer support costs. Our chat solution can help you do the same.

Boost Your Customer Retention Rate

If you want to acquire customers and keep them loyal to you, you should focus on delivering good user experiences.

That’s because positive experiences can go a long way in building trust and loyalty. When you offer products and services that meet your customers’ expectations, they are likely to be more satisfied. And happy customers buy more and recommend you to others.

Driving more repeat purchases can help you increase your brand’s annual revenue and profits. That’s how an omnichannel customer service solution can help you boost your business’ growth.

Movistar, a telecommunications company, successfully gained more customers with digital support, while working towards a fully omnichannel experience with us.

Using our omnichannel solution allowed their customer care team to focus on new challenges and improve service quality. In addition, they were also able to achieve a customer retention rate of more than 80%.

omnichannel customer service

How to Implement Omnichannel Customer Service

Now that we’ve discussed some of the major advantages of implementing omnichannel customer service, let’s take a closer look at how to do so.

To benefit from an omnichannel approach, you should:

  • Keep a centralized customer database and ensure that all customer data is up-to-date and relevant.
  • Use a customer-centric strategy to give your customers easy access to information and service activities.
  • Offer support to your customers and potential buyers on their preferred channels.
  • Add an automatic solution that can take care of simple questions. This can help you reduce the number of questions your support team receives, as well as customer service costs.
  • Create a self-service help section such as an FAQ section to help customers find basic information such as your return policy, and payment and product details. 
  • Optimize your knowledge base regularly to deliver better answers.

Leveraging an omnichannel approach for customer service is an opportunity to provide great experiences to your customers no matter where your customer reaches out from.


Remember that consumers’ expectations are changing. And to meet them, you need to evolve your marketing and customer service strategies.

It has become extremely crucial for businesses to deliver consistent, integrated customer experiences across channels. This will help you enhance customer experiences, build long-lasting relationships, improve your customer retention rate, and increase sales.

Have you leveraged an omnichannel strategy to meet your customers’ needs? If so, how has that helped you grow your business?