An Omnichannel customer experience is fast becoming the future of customer interactions, especially in the digital space. Customers can easily interact with your business through many digital channels at once. In fact, customers who relate with your business through these multiple channels are more likely to convert and become repeat customers. Some multichannel customers can interact with your business on social media, company websites, and physical stores.

Now consider a scenario whereby you can connect all these interaction touchpoints to create an Omnichannel customer experience. This will bring all interactions to a place, provide a better experience for your customers, and improve customer interaction with your organization. Ultimately, you will have a higher customer retention rate and will experience an increase in sales. So, let us take a look at what an Omnichannel experience is and how to create one!

What is Omnichannel Customer Experience?

An Omnichannel customer experience is a process of interacting with customers across multiple channels, treating each touchpoint as a part of a frictionless whole. It can also be defined as means whereby a customer can interact with your business across multiple channels as part of one seamless customer journey. Touchpoints like marketing, sales, social media, and customer service are synched so customers can move from one channel to the other to complete their purchase.

An Omnichannel customer experience consists of several individual customer touchpoints over various channels that seamlessly connect, allowing customers to pick up where they left off on one channel and continue the adventure on another. Let us take this as an example, you run a sneaker store and run a PPC ad on Google.

A customer enters a query about sneakers on Google, and your ad pops up. Captivated by your product copy, the customer clicks on the ad and is now on your landing page, where he fell more in love with the sneakers. The landing page led him to your online store to find his size; unfortunately, his preferred color is not in stock. Your chatbot activated and interacted with him. Finally, he was able to speak with customer support, who told him of an impending shipment that has the size of his sneakers and color. He was able to place an order, and your business closed the deal. When the shipment arrives, the store agent reserves the sneaker and packages it for delivery. Within a few hours, the sneaker is in the hands of a satisfied customer.

From the example above, the customer had five different touchpoints with your company: Google PPC ad, landing page, website/store, chat widget, and delivery man. These touchpoints were connected with the next to give him a seamless journey through the sales funnel, from awareness to purchase. That is an example of a perfect Omnichannel customer experience.

Why is Omnichannel Customer Experience Significant?

The digital space is ever-evolving, and single-channel interactions with customers are no more. As the digital space grows, so also is the demand for convenience by consumers. Daily, customers seek convenient ways to interact with businesses and would prefer completing the whole purchase process without leaving the comfort of their homes.

An Omnichannel customer experience meets the demands of the modern customer. It allows you to reach the customer in a contextually relevant way at every point in their journey, regardless of the touchpoint they access your business from.

Omnichannel customer experience offers customers a convenient way of doing business, and their feedback would also drive more traffic to your website. You will be able to engage your customers more, and the quality of your customer interaction will improve significantly. One other way of providing the best customer experience is by handling customer complaints and resolving them within a short span of time.

A survey carried out by the Harvard Business Review shows that an Omnichannel customer spends more than single-channel customers. On average, they spend about 4% in-store and about 10% online. In other words, customers you make from the Omnichannel experience are more valuable than others.

Benefits of Omnichannel Customer Experience

Taking up an Omnichannel approach for your customers has several benefits for both your customers and your business. Let us consider a few:

  • More Customer Freedom:

As earlier stated, the requirement of modern customers is more demanding as they expect a seamless experience with your business. Using a chain of interconnected channels, customers can interact with you from anywhere and at any time. Their journey can be initiated and completed whenever convenient for them while maintaining the relevance they command in your brand.

  • Higher Customer Retention:

Customers who use the Omnichannel experience to interact with your business have a higher retention rate than customers who do not. A review by ClickZ shows that the purchasing frequency of Omnichannel customers can be as high as 250 per cent higher than single-channel users. Customers don't like being frustrated; immediately they find a system that conveniently suits them, they will stick with it. Also, Omnichannel customers spend more than single-channel users.

  • Broader Audience:

Businesses cater to several personalities of customers who have different preferences. Each customer has a way of doing business; some are dogmatically orthodox by preferring to walk-in stores, while others have a particular affinity for social media outlets, and some trust emails more. Having a variety of channels offers a wide range of options for your customers. So, you cover most of the preferences customers have in relating with businesses through Omnichannel experience; hence you will attract more customers.

  • Gather Data:

This point is a bit interconnected with the previous one. Having a variety of channels will allow you to collate data from each channel; you will have a wealth of data in no time. This wealth of data can be used to gain a deeper understanding of your customers and provide invaluable insights into the customer journey. You will be able to earmark where customers are encountering issues and improve wherever possible.

Omnichannel vs. Multichannel

The difference between multichannel and omnichannel customer support experience is the level of connectivity between the different contact points. In both, your customers can interact with your business online and offline; however, the channels are not interconnected in multichannel.

Businesses can have a multichannel customer experience but not an Omnichannel experience. Consider our previous example; the channels Google PPC ad, website, landing page, etc. are there, which is excellent, but what if there is no direct link between the ad and the store. So the customer has to go and search for your business and the shoes before they can place the order.

The customer can still interact with your business from each point, but since they are not connected, there is a possibility you will lose the deal. The customer can become frustrated and abandon the sale or will buy from another store. While in Omnichannel customer experience, you will indeed close the deal; so far, the customer is interested, they will follow through the channels and get converted. Hence, the Omnichannel experience offers a fluid customer journey that doubles as a customer retainment strategy for your business.

Tips for Building an Omnichannel Customer Experience

To get started with Omnichannel customer experience for your business, here are some tips you should take note of.

  • Understand Your Audience:

Having a good understanding of who your audience is and what they like is not only crucial for their Omnichannel experience, it is critical for the overall marketing process. In Omnichannel customer experience, you have to know that it has to deliver what your customer wants, when they want it and how they want it. So, before starting your Omnichannel experience, the first thing you should do is in-depth research about your customers to know the kind of people who make up your audience. You have to strike a balance between your online and offline customers. Newer generations, Gen Z prefer using online channels to interact with brands, while older generations like Gen X and baby boomers prefer to shop from brick-and-mortar stores. You should evaluate the kind of service you render and carve out a niche audience that wants the same thing. Hence you have a starting point of who to target with your Omnichannel customer experience.

  • Map Out Your Customer's Journey:

Once you know who your audience is, it is time to walk through their purchase journey. First off, you should identify the channel through which they will interact with your brand and follow it when they purchase your product. This map will highlight where you need to put links for your Omnichannel experience and where it needs to be enhanced. Furthermore, mapping out a customer journey will help you highlight the bottlenecks in the customer journey, where customers get stuck, where they can get frustrated, and many more. So, mapping your customer journey will help you spot opportunities for an Omnichannel experience and identify what resources you need to implement it.

  • Make Your Contents Responsive for Different Screens:

The success of your Omnichannel experience is as good as the ease with which customers use the channels. If your content is not optimized for several screen sizes, customers might leave when they hit a snag. In fact, the whole purpose of the Omnichannel experience is defeated if your content cannot be easily assessed by customers using various devices. Excellent customer experience is the bedrock of Omnichannel experience, so if your customers have trouble switching between channels, they leave and would not likely return. Therefore, make your content responsive and optimized for your customer across various devices to avoid disrupting your online journey.

  • Implement Support Services:

As your customers move between the channels, you must provide them with an Omnichannel support strategy to run with. For example, customers should communicate directly with an agent on each channel they are interacting with. You can use Support to keep your customers happy through live chats and video chats. Also, it would help if you synched the existing phone and email channels to integrate with your current phone system, such as with

  • Use the Right Software:

If you want your customers to enjoy a seamless experience, it depends on your service-desk software to run your Omnichannel experience. Much digital software promises a secure platform for an Omnichannel customer experience; however, you should use tested and trusted software. is a powerful Helpdesk Software designed to provide a faster and better experience for your customers. It automates the Omnichannel customer experience and will help you increase customer retention and sales. Your customers would enjoy a fluid movement between your contact points with automated triggers responding to every need at all stages of their journey. Furthermore, the software quickly generates a report for you with just a few clicks so you can have a holistic view of your customer activities.


Omnichannel customer experience was once only available to e-commerce giants like Amazon. But technology has advanced, and it is now readily available to brands worldwide, irrespective of the store size.

Implementing Omnichannel customer experience would give you a competitive advantage and deliver the integrated and engaging experience your customers expect

Discover Why Stands Out
Join the SaaS Revolution
  • All-in-One Suite of 50 apps

  • Unbelievable pricing - $14.99/user

  • 24/5 Chat, Phone and Email Support


Email Finder Author Finder Email Validator Email List Email Hunter Email Checker Email Lookup Email Extractor Email Address Finder Email Scraper Find Emails CRM Software CRM Sales CRM CRM Software Enterprise CRM Software Cloud CRM Software Sales Enablement Workflow Automation Retail CRM Call Center CRM Real Estate CRM Sales Tool SDR Software Sales Engagement Platform Sales Qualified Leads Lead Management Tool Sales Tracking Sales Automation Outbound Sales Sales Prospecting Follow Up Leads Lead Management Call Center Software Call Center Software Outbound Call Center Auto Dialer Software Dialer Call Monitoring Automatic Call Distributor Answering Machine Detection Cloud Contact Center Software Virtual Call Center Call Management Time Tracking Time Tracking Employee Monitoring Time Tracker Time Tracking Software Timesheet Employee Time Clock Employee Tracking App Timekeeping Tracking App Time Clock App Applicant Tracking System ATS Applicant Tracking System Application Tracking System Applicant Software Recruiting Software ATS System Applicant Tracking Applicant Tracker Recruitment Software Candidate Relationship Management Systems Video Interviews Assessment Management Recruitment Software Video Interview Virtual Interview Coding Interview Interview Tool Online Assessment Employment Assessment Test Position Management Hiring App HRMS Software Human Resource Management HRMS Software HR Software Payroll Software Human Resource Software Employee Onboarding HRMS HR System Employee Management Document Management AI Writer Lead Enrichment AI Email Writer Sales Pitch Writer AI LinkedIn Outreach SEO Email writer Backlink Email Writer LinkedIn Chrome Extension Opening Line Writer Lead Generation Linkedin Search Prospect Lead Generation Sales Generation Data Enrichment CRM Integrations Technology Search Search with Email Integrations Website Search OKR Tool KPI OKR Task Management Performance Review Employee Performance Evaluation Employee Review Performance Management System OKR Goals MBO Email Notifications Learning Management System LMS Elearning Enterprise Learning Management Professional Development Employee Training Learning Management System Learning Platform Asynchronous Learning Training Management Knowledge Management Chatbot Chatbot AI Chatbot Customer Service Chatbot Online Chatbot Create Chatbot Messenger Chatbot Chatbot Software Website Chatbot Software Survey Bot Bot Builder Help Desk Software Ticketing Tool User Experience Help Desk Software Ticketing System Helpdesk Ticketing System Feedback Management Service Desk Software Support Ticketing Software Helpdesk Support Software Customer Service Ticketing System Live Chat Customer Service Software Live Chat Software Live Chat App Live Chat System Website Live Chat Live Chat Tool Web Chat Software Live Chat Support Software Customer Service Tool Live Chat Service Customer Feedback Customer Feedback Survey Customer Feedback Management Software Feedback Management Tool Customer Satisfaction Survey Software Customer Feedback Management System Client Feedback Software Survey Analysis Feedback Survey Software Feedback Management System User Feedback Software Customer Onboarding Customer Success Management Onboarding Process Workflows Customer Retention Customer Journey Onboarding Checklist User Segmentation Personalization Customized Templates Popup Builder API Platform End To End API Management Unified API Control REST API Management Web API Gateway API Documentation API Management API Integration API Development Unlimited Projects API Gateway Single Sign on Authentication Software Application Management Password Management SSO Configuration SSO Single Sign-On Access Management Easy Set-Up Single Login Secure Login App Builder App Builder Platform Low Code Application Platforms Low Code Development Build Your Own App Low Code App Software Drag And Drop Builder Custom Application Low Code Platform Low Code No Code Bespoke Software App Widgets Custom Widget File Picker Playground OAuth Keys File Manager Website Monitoring Reporting Web Application Monitoring Website Monitoring App Monitoring Performance Monitor App Baseline Analysis Location Insights Alerting System Reporting Wireframe Tool Design UI UX Project Management Mock Designer Wireframe Designer Website Mockup UI Prototyping Image Library Project Management Real-Time Updates Design UI UX Website Builder Website Builder Webpage Builder Website Creator Landing Page Creator Website Maker Blog Builder Ecommerce Website Builder Website Analytics Website Development Landing Page Builder Email Marketing Email Marketing Software Bulk Email Sender Automated Email Email Campaign Systems Email Automation Software Autoresponders Email Blast Service Email Marketing Email Marketing Automation Drip Campaigns Social Media Management Instagram Post Scheduler Social Media Analytics Social Media Management Social Media Planner Social Media Calendar Social Media Scheduling Social Media Listening Social Media Monitoring Social Listening SEO Tool Keyword Tool Link Building SEO Optimizer Website Audit On-Page SEO Broken Link Checker Rank Tracker Website Grader SEO Competitor Analysis Website Recording Website Analytics Click Tracking Usability Testing Website Monitoring Mouse Tracking Visitor Recording Session Replay Conversion Funnels Website Recording Website Visitor Tracker Website Personalization Lead Generation Tool Popup Maker Lead Generation Software Popup Builder Website Personalization Software Lead Capture Software Popup Builder Lead Capture Tool Lead Generation App Website Personalization App Content Planner Content Planner AI Writer Social Media Content Planner Ai Content Writer Social Media Content Calendar Content Generator AI Blog Writer Content Marketing Software Social Media Calendar Social Media Planner Push Notification Push Notification Push Messages Push Notification Service Push Service Push Notification App Custom Notifications Mobile Push Notifications Push Notification For Website Push Notification Tool Push Notification Providers Image Personalization Email Marketing Template Countdown Clock Personalization Software Personalized Software Countdown Clock Countdown Timer In Email Personalization Tool Personalized Images Personalized Videos Conversational Chatbot PPC Management Keyword Research PPC Management PPC Marketing Keyword Finder Keyword Generator Shopping Ads Adwords Reports Keyword Research Tool Keyword Suggestion Tool Team Chat Team Chat Software Collaboration Software Team Collaboration Team Communication Online Collaboration Collaboration Tool Teamwork Collaboration Virtual Communication Team Collaboration Software Business Phone System Virtual Phone Numbers Virtual PBX Toll Free Numbers Business Phone System IVR PBX Small Business Phone System PBX System VoIP Phone Cloud Phone Video Conferencing Video Conferencing Video Call Recording Virtual Conferencing Software Virtual Meetings Virtual Meeting Platforms Virtual Conference Platforms Online Conference Platforms Video Calling Software Cloud Meetings Video Conferencing Software Email Provider Email Software Software For Emails Hosted Emails Email With Domain Custom Email Address Email Hosting Business Email Address Email Encrypted Custom Domain Email Project Management Software Project Management Task Management Project Planner Project Management Tool Task Management Software Project Planning Software Project Management App Task Management App Project Management System Project Management Software Form Builder Form Builder Survey Builder Order Forms Web Forms Form Maker Form Creator Form Designer Survey Maker Survey Creator Custom Form Appointment Scheduling Appointment Scheduling Software Appointment Scheduling System Meetings Scheduler Appointment Scheduling App Online Appointment Scheduling Online Scheduling App Appointment Scheduler Appointment Booking App Calendar Scheduler Online Scheduler Robotic Process Automation RPA Tools RPA RPA Automation Robotic Automation Software Data Scraper Web Scraper Robotic Automation Website Scraper Business Process Automation Robotic Process Automation Business Process Management Workflow Management Business Process Modelling Business Process Automation BPMN BPM Software BPM Tool Business Process Management Workflow Software Workflow Automation Business Process Mapping App Integration Workflow Software Workflow App Workflow Automation Process Automation Application Integration Data Integration Tool Workflow Management Software Data Integration Software Workflow Tool Marketing Automation Electronic Signature Signature Maker Digital Signature Software Digital Signature Pdf Signer Esign Online Signature Signature Creator Sign Documents Online Electronic Sign E Signature

Get Started with 500apps Today is a part of 500apps Infinity Suite

Please enter a valid email address
Sign Up 14-day FREE Trial