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What is Omnichannel: Everything You Need to Know

Published 12 April 2022
Last updated 02 May 2024
What is Omnichannel: Everything You Need to Know
What is Omnichannel: Everything You Need to Know

If you’re a retailer looking to enhance the customer experience, you may have heard the term “omnichannel” thrown around. But what does it mean?

Omnichannel is all about providing a seamless and cohesive customer experience across all channels and touchpoints.

In this article, we’ll explore what omnichannel is, why it matters, and how you can implement an effective omnichannel strategy for your business.

Improve sales and customer satisfaction with Mekari Qontak Omnichannel Software

What is omnichannel?

Omnichannel is an approach that centers on the customer experience and offers a seamless experience across multiple sales channels, including websites, mobile apps, email, social media, and physical stores.

Omnichannel aims to provide consistency and alignment in both program and service across all of a business’s channels.

By integrating all services into one platform, businesses can meet customers’ needs at every stage of service and ensure they have the same functionality and experience across all channels.

What is the difference between omnichannel vs. multichannel?

Multichannel and omnichannel are terms used to describe marketing and sales strategies, but there are some critical differences between the two.


Multichannel marketing refers to using multiple channels to reach customers.

For example, a company might use email, social media, direct mail, and a website to engage with customers.

The channels are typically managed separately, and the customer’s experience may be inconsistent across all channels.


On the other hand, omnichannel marketing takes a more holistic approach.

It involves using multiple channels, just like multichannel marketing, but the channels are integrated and work together to provide a seamless and consistent customer experience.

This means the customer’s experience is the same whether they interact with the company through social media, email, or a physical store.

Learn more about the differences between omnichannel Vs multichannel here.

How does omnichannel work?

An omnichannel system works by connecting all of a business’s communication and sales channels into one platform.

This gives customers a seamless shopping experience across all channels, from websites to social media and physical stores.

To make this work, businesses need to ensure that all channels are interconnected, and that customer data is shared.

For instance, a customer may browse products on a business’s website, then visit a physical store where the sales associate can access their purchase history, providing a personalized shopping experience.

What are the benefits of omnichannel for business?

There are several benefits of using an omnichannel approach for businesses. Here are some of the main ones:

  • Integration with various sales channels: You can connect and integrate multiple communication and sales channels like WhatsApp, Line, Telegram, and Facebook Messenger, which provides more options for customers and easier access for your customer service team.
  • Greater reach: You can easily connect with your customers across multiple channels, enabling the effective implementation of marketing strategies to reach a wider audience.
  • Increased customer satisfaction: Customers can easily reach your sales and customer service teams across multiple channels, increasing customer satisfaction and reducing churn rates, leading to greater customer loyalty.
  • Improved customer experience: Integrating all sales channels into one platform offers a seamless and consistent shopping experience for customers, increasing satisfaction, loyalty, and repeat business.
  • Increased sales opportunities: Access to information and data related to customers across all channels can enable businesses to send personalized promotional information, increasing sales opportunities.
  • Increased profits: Implementing an omnichannel strategy can improve the customer experience, increasing revenue and profits.
  • Better data insights: Collecting and analyzing data from multiple channels can provide valuable insights into customer behavior, preferences, and trends, which can inform future business decisions.
  • Cost savings: Omnichannel streamlines operations and reduces redundancies, which can result in business cost savings.
  • Competitive advantage: As more businesses adopt omnichannel strategies, those that stay caught up. By offering a superior customer experience, businesses can gain a competitive edge over their peers.

How to build an effective omnichannel strategy for business?

Building an effective omnichannel strategy for your business can be a complex process, but here are some key steps to follow:

1. Understand your customer

The first step is understanding your target audience and their preferences when interacting with your business.

Collect data on their behavior across different channels, such as social media, email, phone, and in-store.

This data can help you understand how customers move across channels and their preferred interactions.

2. Do customer journey mapping

Customer journey mapping lets you understand your customer’s journey and know the path they take to transact with your business brand.

Not only that, but you can also improve your channel and improve processes that are felt to be less effective in providing the best experience for your customers.

3. Integrate all sales channels

To provide a seamless experience, integrate all sales channels into one platform. This includes e-commerce, social media, brick-and-mortar stores, and mobile applications.

By integrating your sales channels, customers can have a consistent experience across all channels.

4. Determine the strength of each channel

Each channel has its strengths and weaknesses, depending on what your customers want to do.

For example, your customers are more comfortable using an e-commerce app to make a faster purchase, but the app may have some drawbacks regarding customer service.

In this case, you can make a SWOT analysis to find out the strengths and weaknesses of each of your channels. Then find out what solutions you need to do to overcome these deficiencies.

5. Personalize the customer experience

Use customer data to personalize their experience and create tailored marketing messages. This can include personalized promotions, recommendations, and product suggestions.

Personalization can help customers feel valued and improve their overall experience with your brand.

6. Provide consistent branding

Your branding and messaging should be consistent across all channels to create a unified customer experience. This includes visual elements, tone of voice, and messaging.

Consistent branding can help customers recognize your brand and feel confident that they are interacting with a trusted business.

7. Implement a robust customer service system

Provide excellent customer service across all channels by implementing a robust customer service system. This includes live chat, email, phone, and social media support.

A robust customer service system can help customers quickly and easily get the help they need, increasing customer satisfaction and loyalty.

8. Use analytics to measure success

Use analytics to measure the effectiveness of your omnichannel strategy. This includes tracking engagement rates, conversion rates, and customer satisfaction.

By tracking these metrics, you can understand how your customers interact with your brand and make adjustments to improve their experience.

9. Continuously improve your strategy

As you gather data and customer feedback, use that information to improve your omnichannel strategy continuously.

Adjust your messaging, personalization tactics, and customer service to better meet your customers’ needs.

You can create a better customer experience and increase customer satisfaction and loyalty by continuously improving your strategy.

10. Choose the right omnichannel system provider

When implementing an omnichannel strategy, choosing the right system provider is essential to ensure the strategy’s success.

The right provider can offer the necessary facilities to run the business optimally and provide a seamless customer experience across all channels.

Mekari Qontak is one of the best providers that offer delightful omnichannel software to businesses.

With Qontak omnichannel software, you can create strong customer engagement and foster long-term relationships.

Our omnichannel software is scalable, which means it can adapt to the changing needs of the business and its customers and allows you to provide a consistent and personalized customer experience.

What is omnichannel marketing?

The term “omnichannel marketing” refers to the practice of engaging customers through a variety of channels and promoting products or services.

This may include using social media, email, SMS, mobile apps, and other channels to reach customers and build relationships with them.

Understanding omnichannel commerce

Omnichannel commerce is a business strategy that allows customers to engage and shop with a brand across multiple channels, providing a seamless, integrated, and consistent shopping experience regardless of their channel.

For example, a customer may browse a product on a brand’s website, visit a physical store to try it out, and then purchase it using their mobile device, all while receiving a consistent and personalized experience.

To achieve a successful omnichannel commerce strategy, businesses need to integrate their sales, marketing, and customer service channels, allowing for a seamless and consistent customer experience.

How can omnichannel customer service support businesses?

Omnichannel customer service is all about giving customers the flexibility to communicate with a brand through any channel they prefer while ensuring they receive consistent and personalized service across all channels.

This approach can improve customer satisfaction, increase loyalty, and create a more positive customer experience overall.

For example, a customer may start a conversation with a brand’s chatbot on the website, then continue the conversation with a customer service representative through email, and end the conversation with a phone call.

Also Read: The Ultimate Guide of Omnichannel Customer Service and Omnichannel Contact Centers

What defines a good omnichannel experience?

A good omnichannel experience means that customers can interact with a company using any channel they want and get the same great experience no matter what.

So whether they are browsing a website, sending a message on social media, calling on the phone, or visiting a physical store, the experience should be consistent, personalized, convenient, accessible, and timely.

It’s about making things easy and seamless for the customer to engage with the company conveniently.

You can learn more about omnichannel customer experiences here.

Omnichannel examples

Here are some examples of companies that have successfully implemented omnichannel strategies:

1. Nike

Nike is a company that has implemented an omnichannel strategy to enhance the customer experience.

Customers can track their workouts, set goals, and receive customized product recommendations through their app.

In addition, Customers can also make purchases through the app or in-store.

2. Starbucks

Starbucks is another company that has implemented an effective omnichannel strategy.

They have a mobile app that allows customers to order and pay for their drinks ahead of time, which saves them time and reduces lines in the store.

Customers can also earn rewards points for making purchases, which can be used to get free drinks or food.

3. Sephora

Sephora is a beauty retailer that has implemented a successful omnichannel strategy.

Customers can interact with the brand through various channels, including their website, mobile app, and physical stores.

Sephora’s mobile app uses a customer’s purchase history and beauty preferences to provide personalized recommendations.

They also offer a Virtual Artist feature in their app, allowing customers to try makeup virtually before making a purchase.


As you’ve learned in this article, an effective omnichannel strategy can be a game-changer for your business.

This means that implementing an omnichannel approach to your marketing, commerce, and customer service can significantly impact your business’s growth and success.

You can improve customer satisfaction and loyalty by providing a seamless and cohesive customer experience across all channels and touchpoints, leading to repeat business and positive word-of-mouth referrals.

This is why an omnichannel experience is crucial for any business looking to build and maintain a loyal customer base.

To get started on your omnichannel journey, explore tools like omnichannel software from Mekari Qontak.

This software can help you integrate your channels and better understand your customers to provide a more personalized and consistent experience across all touchpoints.

Take advantage of the benefits of an omnichannel strategy and start taking action today to create a better, more personalized experience for your customers!


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