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Omnichannel, data and strategy

> What data can I get from an omnichannel strategy and how it can boost business projection.

When we talk about Omnichannel, we are not only talking about the holistic management of different communication channels or the importance of the strategy designed for this management; there is another extremely important aspect that feeds back into your entire implementation strategy: data collection.

1 > The importance of data

Having data on your customers or users is essential for almost any communication strategy, marketing, sales and any area that involves the figure of your buyer persona. To move forward without information is to make blind projections, counting on being "lucky" to reach your objectives. Data allows us to analyze relevant information about current and potential customers to know what they are looking for, what they need and how to please them with our service or product.

2 > Data: nutritious food for successful strategies

As we mentioned, the data obtained through different customer or user interactions can reveal key information for the different strategies we are implementing. In the chaos of an omnichannel Customer Service strategy, it can help us to nurture different aspects such as:

  • Cohesion of the message we are communicating
    If we analyze the queries our customers are making, we can see if the message we are making available corresponds to each of the contact channels we have active or if it is split according to the medium. For example, in the case of an e-commerce, if the prices of the products can be found on the web and not on the social networks.
  • The information is the necessary
    If our customers or users' queries are repetitive (for example, about how to buy or how to make use of the service) or if we receive queries with other interests different from what our company offers, it becomes evident the need to review the information we are making available and how we are communicating our products or services.
  • An increasingly delineated target
    Another relevant piece of information that data on our customers or users can provide us with is their profile: we can have demographic information and information on consumption habits that helps us to further specify the target audience and make strategic decisions.

3 > What data can my omnichannel strategy give me?

In an omnichannel strategy, we can obtain a variety of customer data. In general, omnichannel management allows us to know which is the most chosen means of communication by those who show interest in buying our product or service; we can also learn about the times or days of most inquiries. In the case of an omnichannel collections strategy, we can know which are the most effective media according to the profile of the person and fine-tune the strategy we are implementing. The information we can obtain is extensive, the important thing is to know what questions we want to ask to all the data we can obtain to know how to process them and consequently optimize the strategies within the company.

To each Omnichannel Strategy designed and executed corresponds a report of its implementation management. However, there is more data that we can find if we have a focused eye and sharpened strategic thinking to be able to know the data we can get and the relevance they have for our business objectives.

At SkyTel we specialize in empowering your business through Omnichannel. Let's talk! Leave us your contact information here to coordinate an assessment with our specialists.

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