How Omnichannel Helps in Different Areas: Examples

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Cons of Omnichannel
1. Difficulty in changing already established processes. The transition to an omnichannel model requires a complete restructuring of existing processes, as well as the sales funnel. Companies that already have a communication system built through a large number of channels will not be able to quickly switch to an omnichannel system.

For example, a business will have to:

reorganize the existing communication process (communication channels);
introduce new communication channels and technologies;
train employees;
modernize CRM.
If a company has a complex structure, it may take several months to combine all the data from different disparate channels (CRM, applications, mailings, website) on one platform.

2. Significant financial investments. The implementation of an omnichannel system is associated with an impressive number of costs. The integration of sales channels, as well as the maintenance of omnichannel tools, are significant costs that must be taken into account when switching to a new approach.

Of course, everything will depend on the size of the company. Therefore, most often such a system will not cost millions of rubles. But you should not count on "cheap and simple" integration. Prices vary.

3. New specialists will be needed. In order to effectively support the sri lanka phone number list omnichannel model, the team should be expanded.


Omnichannel is used in various aspects of customer interaction and improves the company's work at all levels - from marketing and sales to customer support. Let's look at examples of omnichannel and how it can be useful in various aspects of customer interaction.

Omnichannel sales
Omnichannel can help create a convenient customer journey that will connect and synchronize different communication channels. In other words, achieve automation in sales.

1) The client can go to the online store website through advertising on social networks and consult with the manager in the chat.

2) Then, after consultation and selection of the required product, another manager can contact the client, for example, by phone (he will already know all the data and details that were previously discussed with another employee in the chat), confirm the order, and also make and carry out a reservation.

3) The customer will receive a special code by email or SMS, which will need to be shown in the offline store to receive the goods. Having received the code, the employees will see who the customer is, what goods they ordered, and will be able to assemble the necessary components and issue a receipt without unnecessary questions.