Why do customers prefer omnichannel?

Omnichannel Customer Experience

Why do customers prefer omnichannel

Omnichannel Customer Experience

The average consumer today receives more than 10,000 messages from marketing every day. If it’s a newspaper advert they glance at or a display advertisement that is targeted towards their mobile devices, the plethora of brands attempting to reach their target audience has caused consumers to be more cautious regarding the advertisements they interact with.

Why do customers prefer omnichannel? Customer journeys today are made up of digital and traditional channels.It depends on the user and the platform they prefer to utilize. In addition, the average customer will change between four channels throughout their buying journey. This highlights the necessity of having an omnichannel strategy in the customer experience of a company.

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Why is omnichannel preferred by customers

Why do customers prefer omnichannel?

Why do customers prefer omnichannel? Customers choose omnichannel due to the fact that it is faster as they feel comfortable and also increases brand accessibility as they can choose their preferred channel, and the omnichannel offers a seamless shopping experience.

1. It saves time

The last thing customers would like to do is sit and sit around waiting. Thanks to the power online, a majority of users think that they can engage with a brand via any medium they wish to access at any moment.

Omnichannel services help you broaden the reach of your customer engagement. Through integration, it lets you seamlessly transition communication across different platforms.

Service offered on a variety of channels could consume an excessive amount of customers’ time. Your team should improve each channel and make them function in a coordinated manner. In providing timely responses and assistance to clients anytime they require it.

1. Customers need to feel at ease

It is important to keep in mind that not all users are comfortable or happy across all the channels. Some platforms could be confusing or complicated for their needs. Others might be mobile and have to send messages to their queries.

Potential buyers might appreciate the ease and convenience to contact the brand via social media. Others might find an email formal the right method to inquire.

This is why it’s important to offer them options. There are a variety of ways for your customers to connect with you through an omnichannel strategy. So they don’t hesitate to ask for your assistance.

3. It expands brand availability

Because of their flexibility and speedy response times, social media platforms are increasingly used for solicitations, questions suggestions, comments, and requests on a brand’s page. Customers are more likely to choose the company that responds to their concerns and suggestions promptly.

If your team isn’t able to provide 24 hour service via different channels, then it is time to adopt an omnichannel approach. Customers should be aware of how they can reach you even if your brand is not accessible at all times.

Engaging with your customers through different platforms and channels offers you plenty of opportunities to engage and share ideas. In response to your customers’ requests via social media channels could cause a feeling of being unresponsive.

3. Everyone has their preferred channel

A customer experience that is omnichannel treats each communication channel as a means of support which could lead to more conversations. The more conversations you have can result in an increase in sales.

The majority of buyers view the personal and digital experiences of their customers as equally significant. Many of them use their phones to look up the product that they’re interested in prior to purchasing it in-store. In the opposite way, it is possible.

Each customer is unique. When your team decides which platform customers prefer to use, be aware that it’s usually the best one for future interactions with their customers.

3. Provides a seamless in-store experience

As we’ve mentioned, customers frequently want to connect their online shopping experience with their physical shopping experiences. This is why it’s essential to connect the two experiences in a seamless manner.

As the epidemic grew, many retailers advertised the “Buy Online, Pick Up In-Store” (BOPIS) method. This method of shopping gives the benefits of online shopping, and promotes safe interaction with physical stores.

Customers can browse products on the internet and purchase them whenever they want. It also provides information on what stores are stocking items and helps customers avoid store trips and enhances the general shopping experience.

These days, customers are faced with a variety of products to pick from and could be overwhelmed. If you can provide a great multichannel customer experience Your business can help customers feel more relaxed while they buy the products they’d like to make.

What are the customer benefits of omnichannel?

The reason is that omnichannel customer support allows for a multi-channel sales strategy to provide customers with an integrated multi-channel shopping experience. Here are the advantages of offering customer service across all channels and ways your company can benefit from an omnichannel approach to improve and expand over time.

What are the customer benefits of omnichannel?
  • A flawless customer experience.
  • It offers customers a range of choices to communicate with your company
  • Increased customer retention and sales
  • It allows brands to reach out to different audiences
  • Better customer satisfaction

Omnichannel Consumer Statistics

An increasing number of customers today are purchasing from many channels, and omnichannel shoppers have been scientifically proven to be more profitable.

  1. Harvard Business Review observed the behavior of shoppers in 46,000 and discovered that 73% of them prefer to shop through several channels. In comparison, 7 percent of shoppers shop exclusively online and 20% are merely shopping in stores.
  2. In addition as per Google the majority of digital users have shopping experiences that are spread across several channels. Around 88% of consumers begin their purchase process on one device, but complete the process on a different device.
  3. The Harvard Business Review’s research indicates that for each additional channel they utilize the customers are spending more. In particular, omnichannel customers spend 10 percent more online, and 4 percent more in stores than single-channel customers.
  4. According to Google, omnichannel shoppers enjoy 30% more life-time value than shoppers who only shop through one channel. This is simply a way that customers who shop omnichannel generate greater revenue.

Omnichannel E-commerce Statistics

As you can see in the picture, the omnichannel phenomenon is an inevitable development of e-commerce. Also, it’s crucial and essential to manage it right to ensure the future prosperity of your online business.

  1. Around 80% of consumers favor omnichannel strategies due the seamless communications experience.
  2. In contrast to single-channel marketing multichannel marketing, omnichannel marketing allows for an increase in the frequency of purchases by 250% and increase on the amount of money spent (average amount of money spent) to 13% per purchase.
  3. Furthermore, retention rates for customers are up to 90% for campaigns that are omnichannel than those that concentrate solely on one channel marketing.

Omnichannel Benefits Statistics

The increasing popularity of omnichannel strategies comes as not a surprise if you look at the following statistics:

  1. Omnichannel strategies also work for visits to stores. The data collected from Think with Google indicated that the omnichannel strategy can lead to the rate to 80% of store visits that are incremental by customers.
  2. Do you realize that businesses that implement omnichannel strategies for customer engagement maintain an average of 89 percent from their clients? This compares to a 33% retention rate for those who have poor multichannel strategies.
  3. Businesses that use omnichannel strategies experience 91% better year-over-year retention rates for customers compared to companies that do not.
  4. Companies that have strong omnichannel customer engagement report an 9.5 percent growth in revenue per year, as compared to 3.4 percent for less omnichannel businesses.

Frequently Asked Questions

Omnichannel allows retailers to have more accessibility, boost traffic and sales and incorporate digital touchpoints.

Omnichannel retailing improves the experience for customers and offers the customer with more choices for purchasing whether it’s on mobile, on the web or in a store.


An omnichannel strategy is focused on integrating all of a company’s channels, including brick and mortar stores, social media web, email and mobile. It allows customers to seamlessly switch across these channels without navigating any obstacles.

This strategy that is holistic differs from a multi-channel plan in which the different points of contact operate in isolation. In essence Omnichannel strategies break barriers to place the customer at the center of the experience.

Omnichannel marketing is the term used to describe the organization’s presence on different channels. These channels include apps, websites, social media, as well as email. This is in addition to offline channels, like brick and mortar retail stores, or corporate events.

People today want to connect with your business at all times both online and offline through apps, stores or mobile gadgets. They expect your communications from your business to reflect current knowledge of their needs and preferences.

Omnichannel marketing meets this demand in the marketplace by assisting businesses to present an unambiguous, well-informed message, delivering seamless experiences across all channels, while improving the overall buyer experience and retention of customers.

If you think this is a bit complicated, think of two things. One, it’s an entirely different method of organizing your marketing, however it’s not as difficult as the one you’re currently using. The potential reward is enormous, given that marketers that run campaigns with 3 or more channels enjoy an increase of 90% in retention rate than marketers who use a single channel.

Each channel is working together to provide an unified experience for your brand or business. The Omnichannel customer moves between multiple channels and different devices, therefore the same brand message and customized content must be made available through all channels of marketing.

Additionally, they are willing to share information that you require for this type of targeted marketing. Indeed 76% of customers claim they will complete an easy survey when they visit an online site on their first visit in order to have a better experience.

The aspects of omnichannel marketing comprise:

  • A consistent message across all of your channels
  • Marketing that shows the interaction of an audience via any channel
  • Individualization at each step of the buyer’s journey, and across all channels
  • Reliance on analytics and data


Microsoft Inspire Digital Contact Center Platform Microsoft Inspire Digital Contact Center Platform is a cloud-based platform that helps companies deliver outstanding customer experiences across various channels. It combines the latest solutions and services offered by Microsoft such as Microsoft Dynamics 365, Microsoft Teams, Microsoft Power Platform along with Nuance AI.

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