Marketing
November 16, 2021
•
5
min read
Customer expectations shift fast. Today's buyers move seamlessly between social media, mobile apps, and physical stores—and they expect brands to keep up.
An omnichannel business isn't optional anymore. It's the new standard.
Why omnichannel commerce matters:
- 86% of customers expect brands to recognize them across channels
- Real-time conversations on digital channels now outweigh legacy phone and email
- Unified customer data powers every touchpoint—from online chat to in-store service
The goal? Deliver a consistent, personalized experience for customers wherever they are.
Here's your quick-start guide to building a successful omnichannel business that drives loyalty and growth.
Online Store
In 2021, over 2.14 billion people worldwide shopped online—up from 1.66 billion in 2016. Yet 69.57% of shopping carts are abandoned. Why? Customers can't get help when they need it.
- Add live chat and web call buttons directly to your site
- Customers get instant help—no waiting on hold or digging through email
- Live chat increases customer retention by 5% and lifts profits by 25–95%
- Connects brick and mortar stores with digital channels for a true omnichannel retail experience
Video Calls
- Offer personal shopper sessions or virtual product demos
- Create a face-to-face digital shopping experience
- Perfect for upselling, cross-selling, and building trust
- Every channel works together—a true omnichannel approach in action
2.6 billion monthly active users. Zero setup cost. Massive global reach.
Facebook Messenger
- Supports instant messaging, audio, and video calls
- Agents serve with full context and human empathy
- Builds lasting relationships and repeat sales
- A vital piece of any omnichannel marketing strategy
2 billion monthly active users across 180 countries. Essential for businesses of all sizes.
Session Messages
- Customers connect via web link or QR code—online or offline
- No app download, no friction
- One-click engagement with seamless customer experience
Template Messages
- Reach out proactively to existing contacts
- Pre-approved, non-promotional messages drive re-engagement
- Track customer behavior across multiple channels
1.2 billion monthly users. 1 billion daily WeChat Pay transactions. Your gateway to the Chinese market.
Live Chat
- WeChat Mini Shops reach 900+ million users
- Livestream + live chat drives real-time engagement and sales
- Delivers improved customer satisfaction through instant support
- Essential for omnichannel commerce in China
Become a truly omnichannel business with CINNOX
Deliver seamless omnichannel shopping experiences by connecting every customer touchpoint in one place. No more disjointed conversations or lost context.
CINNOX gives your team a single dashboard for smarter customer service. Intelligent routing sends every enquiry to the right person instantly—helping you personalize the customer journey and build lasting loyalty.
Start a chat with us today
Learn more about how CINNOX can help you make the omnichannel transition!
