What does omnichannel communication mean?

Omnichannel communications are seamless all-in-one experiences through multiple consumer-facing channels.

Can omnichannel encompass every communication channel?

Technically, yes. It can be quite overwhelming and confusing, though. That’s why it is necessary to narrow down to the most effective channels for your business. Otherwise, you’re diving deep into a rabbit hole.

For example, the most common channels inside an omnichannel strategy for these specific industries may include:

Retail Technology Health and Wellness Restaurants Not-for-profit
- eCommerce website or platform
- E-mail
- Social media
- SMS and MMS
- RCS
- AI Chatbots
- WeChat
- Digital kiosk
- Digital advertising
- Affiliate marketing
- Print ads
- Call centre SAAS
- Virtual calling apps
- E-mail
- SMS
- AI chatbots
- Live chat
- Support portal app
- Digital advertising
- Landline
- Booking software
- Wellness app
- E-mail
- SMS
- AI Chatbots
- Live chat
- Social media
- WhatsApp
- Facebook Messenger
- Digital advertising
- Landline
- Reservation app
- SMS and MMS
- RCS
- WhatsApp
- Facebook Messenger
- Yelp / Zomato
- Line
- Email
- Digital advertising
- Call centre SAAS
- Donation collection portal
- Ticket and event invitation portal
- SMS and MMS
- AI-Chatbots
- Live chat
- E-mail
- Digital advertising
- Print advertising

Notice the similarities across the boardโ€”especially for the realm of calling, messaging, and advertising. Although some channels are applicable across multiple industries, the use cases may differ.

To keep things simple, we recommend that you don’t use every channel available to you. Instead, focus on two or three at a time.

Take time to create the most optimal omnichannel strategy to help you improve your customer experience. Remember that this is a long-term process, which will provide long-term dividends.

Let’s take a look at from statistics from Google’s Keyword Search tool to see how omnichannel is trending, from 2018-2020.

2018 2019 2020
omnichannel 74,000 90,500 110,000
omnichannel communication 480 590 880
omnichannel strategy 1,900 2,900 3,600
omni channel marketing 8,100 12,100 18,100
omni channel messaging 110 140 140

Omnichannel Messaging

Here at Sendsei, we specialise in providing your business with an omnichannel messaging platform. It is a new concept, as you can see from the monthly search volume above, but we believe that it’s the future.

Core Omnichannel Messaging Functions

Your omnichannel messaging can be extensive, but these communication channels are the most essential. If this is your first foray, stick to a maximum of four tools, which may include SMS, MMS, WhatsApp Messaging, and email.

Text Messaging E-mail Device-specific Messaging Application-based messaging
- SMS
- MMS
- All email applications
(E.g: Gmail, Apple Mail, Outlook, and etc)
- RCS (Android Messenger)
- iMessage
- WhatsApp
- Facebook Messenger
- WeChat
- Line

Letโ€™s clarify one last thing

Though you might find this debatable, the most common way to spell to omnichannel is in all lowercase letters and as one word. Other versions may include:

  • omni channel
  • OmniChannel
  • Omnichannel
  • Omni-channel

We encourage you to spell it simply as omnichannel when educating your audience.

Stay tuned for more omnichannel content, and to see how omnichannel differs from multichannel.

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