OmniChannel Vs. Multichannel – What’s the Difference and Why Does It Matter?

While in 2022, most retailers are multichannel, very few are truly omnichannel. What’s the difference? The primary difference between omnichannel and multichannel is that omnichannel involves ALL channels and revolves around your CUSTOMER, while multichannel involves MANY channels and revolves around your PRODUCT.

Or to put it this way, while both systems involve multiple channels, omnichannel utilizes an integrated approach that provides a seamless customer experience – and let’s face it, today they expect nothing less. For example, according to a recent report, social media drove 1 out of 10 visits to retail websites over the 2020 holiday peak season – a 17% increase year over year. This is a trend that has emerged through the pandemic, with shoppers not simply trying out new ways of shopping but embracing them post-crisis. In fact, retailers that engage in true omnichannel marketing strategies average 15 to 35% increases in transaction size, and 30% higher lifetime value of an omnichannel consumer.

Now that we have established the importance of omnichannel commerce, let’s break it down a little. Digital commerce is fundamental to business growth, and it goes far beyond simply having an online presence. Knowing your customer has never been more critical – you need to meet them where they are.

Omnichannel brings all the following touchpoints together to deliver a consistently frictionless and integrated customer experience, regardless of the channel, and consists of the retailer’s own website user experience (UX), sales processes and customer service:

  • Fulfillment
  • Marketing
  • Marketplaces
  • Merchandising
  • Mobile
  • Social
  • Web

So with this in mind, it’s clear that if you’re not already offering cohesive experiences that put your customers in complete control of their consumer journey, you risk losing their business to a brand that is. Today’s consumer doesn’t simply like omnichannel – they expect it. A successful digital commerce strategy is the cornerstone of business insight, and most retailers are in a race to sharpen, strengthen, or even start creating exceptional e-commerce journeys across all customer channels. Exactly how can this be done?

Generating business agility and unlocking post-pandemic e-commerce architecture is the key. This is where partnering with one of the leading customer service outsourcing companies can be part of a winning approach. With twenty years of experience, Anexa specializes in personalized, omnichannel solutions while meeting your business goals. Our collaborative approach will allow us to represent your brand in the most authentic way possible, with the understanding that exceptional customer experience drives loyalty and is a prominent feature of all future-ready organizations.

Anexa’s customer service teams are hand-picked, highly trained professionals who are committed to taking customer experience to the next level with the latest technology, bilingual ability, and proven CX strategies. Our customer retention rates speak for themselves, and we measure our success in terms of your success. As winner of both gold and bronze Stevie Awards at the 2021 International Business Awards (for Customer Service Department of the Year and Company of the Year – Business Services), Anexa has a proven track record in the competitive CX realm.

Give us a call today to inquire how we can support your e-commerce strategies and move you to the front of the line. Reach out to Anexa today.