A multi-channel strategy isn’t enough to match the emerging need of the customers, as it forms separate, sovereign shopping ecosystems. You need an omnichannel strategy for your marketing, sales, and customer support for a combined, frictionless customer experience.

In this article, we will discuss everything you need for creating outstanding omnichannel customer experiences to engage more customers and generate more revenue. 

Omnichannel customer experience statistics 

Today’s modern customers shop on their own terms and conditions. They want a smooth shopping experience no matter which device or channel they are using. To give what they want, you should start focusing on creating an omnichannel experience for your customers. 

“Recent reports suggest that 90% of today’s shoppers skip marketing pitches, to research online before they buy, and over 50% check user reviews before making a decision”.

Before discussing anything first, let’s understand what is omnichannel customer experience?

What is omnichannel customer experience?

An omnichannel customer experience means giving your customers a seamless, unified journey between both online and offline channels. A reliable omnichannel experience isn’t about adding a Buy button so that they can buy things easily. It’s about giving them a unique, cohesive buying journey over all the channels that they use to shop.

Omnichannel customer experience allows your customers to explore, purchase, get support and buy again without any struggle. So, if you really want to stay ahead of your competition. Omnichannel breaks the silos between all the shopping channels and live chat experiences you give to your shoppers. That’s the reason many fortune brands are focusing on building omnichannel customer experience to build a strong bond with customers.

Why should you care about omnichannel customer experiences?

These are some reasons that will give you a clear picture of why you should focus on enhancing the retail omnichannel customer experience.

1. Consumers want personalized experiences

In the customer-first trend, customers want personalized and unified experiences. Brands that failed to offer this end up losing their customers. According to retail customer experience news, “63% of consumers expect personalized interactions and offers based on their past purchases”.

Today consumers love to shop from the brands that acknowledge, remember, and provide pertinent offers and product recommendations. When you engage with them with relevant information they don’t hesitate to share their data for receiving the best omnichannel customer experience.

2. Omnichannel helps in pushing the bottom line

Brands that stick to only a few channels will not taste the success in the modern shift of the buying trends. Brands that offer a unified shopping experience will take away all the shoppers by giving them ease of shopping and engaging exercise that nudges them to buy more. 


According to an IDC study, Omnichannel shoppers have a 30% higher lifetime value than those who shop using only one channel.


Omnichannel marketing also helps merchants to increase engagement rate, purchase frequency, average order value, and customer retention rates. Many studies revealed that when shoppers love the shopping experience they are more likely to spend more than the actual planned purchase. And thanks to personalized recommendationsshoppers purchased a product they didn’t intend to buy. Creating integrated omnichannel customer experiences is not all about giving them smooth transactions and engaging with them while they are shopping, it means infusing trust whenever they interact with your brand. 

3. Continue giving engaging experience even after the purchase

The customer journey acquisition retention doesn’t end with a completed checkout. Actually, it starts from here in an actual sense. When a brand leaves the customer after purchase, they lose their potential customers. 

After purchase conditions like returns, refunds, exchanges, customer service interactions, and reviews are all part of the experience. It makes customer service a key omnichannel building block.

Sending a customer thank you email and asking for their feedback helps you to keep engaging with them. Here a loyalty program works well to nudge the customer for frequent purchase. 

Here are various ways through which you can give your customer an omnichannel experience across all channels. 

4. Shoppers have changed the way they shop forever

2020 has changed everything from the way we live, travel, and of course, the way we shop. 

According to the emarketer report, “nearly 150 million people shopped online for the first time during the pandemic”. 

Now, most people started buying items online including medicines, groceries, home essentials, and hygiene products. Big brands like Zara, H&M, and others started offering new fulfillment options, like store pickup. 

This isn’t just for a pandemic situation, the way customers shop has changed forever. In this new shift, brands that take care of customer demands will cherish the taste of success. When you offer omnichannel experiences to your customers to buy, try, and return products on their own terms, they will most likely become your loyal customers.

Best practices for delivering omnichannel journeys and customer experience

These are some best practices that brands use to deliver a successful omnichannel experience: 

1. Know your customer’s complete journey

Collect your customer’s online data like their shopping behavior, platforms they mostly use for shopping, last buying product, product amount, and other data. This will help you understand the customers’ needs and their behavior patterns. 

Understand where your shoppers are, where they are looking for products like yours, and what encourages them to buy the product. The omnichannel customer experience platform can help you with all these data in one click. With the help of AiTrillion, you can know and unleash the important touchpoints of your customer buying behavior. 

Email marketing also helps you to know the behavior patterns of your customers. Look at what people click on in your emails, what problems/questions they ask about on social media, and what content engages them the most. You can also collect the customer data by running ad campaigns on Facebook and Google.

2. Create content based on the channel you are targeting

Creating a channel-specific content strategy is very important for engaging the customer. To know how you can help your customers and serve exact pieces of information like tips, onboarding guides, knowledge bases, and other resources will solve customers’ queries and help you gain their trust which is a building block on every relationship. 

For example, you could add a video tutorial with care tips to your product page. L’Oreal Paris added a “Try it on” customer can experiment with the latest hair colors and makeup trends. They can wear multiple products at once and virtually see the effect on your face and hair.

3. Provide harmonious customer service

Customers love seamless conversations with the customer success team. They expect you to support them well when they get stuck while interacting with your brand. Giving them omnichannel customer experiences in customer support also increases the chances of getting positive reviews from the customer.  If you fail to resolve the customer’s queries and they are not happy with your services, this can turn into a frustrating experience. In that case, the customer can tweet you about an issue with a recent order.

Therefore instead of just focusing on building a clientele base, concentrate on giving seamless customer support. To solve their issues in a better way first you need to bring all customer touchpoints together. It creates a single customer view with a complete profile of purchases, lifetime value, personal choices, and past interactions.

One dashboard that includes all the customer data and a special customer timeline allows your support team to understand the customer issue in a deep manner and give you a clear picture for solving their issues. 

An omnichannel customer service platform like AiTrillion allows you to concentrate on people rather than tickets and support your shoppers wherever they need you.

4. Add the flavor of your branding in your messaging

Consistency works wonders in every case; in messaging too! Make your messaging consistent so your customers can recognize you regardless of the channel they’re on. Consistency between touchpoints is essential.

According to the result, nearly 33% of brands’ revenue can be increased if they maintain consistency. 

Create your brand style guide to help all your employees stay consistent. It can include:

  • Your logo
  • Brand theme color
  • Messaging Tone
  • Fonts type and sizes 

This will help you create a great impact on every channel where your customers interact with you.

5. Manage flexible omnichannel inventory

Inventory management is another crucial piece of the omnichannel experience. You should always manage your inventory no matter from where your customer’s shop—on social media, your mobile app, brick-and-mortar, website, and live chat.

Improper inventory management can lead your customer frustrated. If you have smooth omnichannel inventory management, which allows shoppers to easily return an item online or in-store, give your customer an engaging shopping experience. You can use product tags to manage you inventory. Product tagging makes product search easier for customers even with thematic queries.

You can use AiTrillion POS to manage your in-store and online orders, inventory, and customer data in one place. Also, eCommerce automation helps you automate inventory management across channels.

Brands on AiTrillion that are offering omnichannel customer experiences


Vanilia is an online fashion store rooted in Dutch soil and these roots represent the culture with which the brand is formed. Since the brand was established, the impression of Dutch serenity can be seen in their collections. The combination of functionality and modern luxury can be seen in every aspect of Vanilia’s designs.

Vanilla allows its customers to customize the clothes based on their references. Their faster delivery service and seamless customer support give customers an omnichannel experience. 


Vasanti Cosmetics

Vasanti Cosmetics is a line of high-performance skincare and cosmetics committed to creating beauty that feels good. Their products are manufactured with high-quality ingredients, careful attentiveness to detail, and lots of emotion.

Vasanti Cosmetics placed tips videos on the product page so that customers can get a complete idea of how the product shade will look on them. 

Vasanti Cosmetics

Buttah Skin

All the products of Buttah are specially curated by experts and contain an ingredient derived from natural sources with hi-tech formulations that work collectively to give your skin wondrous results. Buttah Skincare for everyone who is looking for products that work. It’s a skincare regimen that was born out of personal experiences and it is luxurious, highly effective, and affordable.

Buttah shares its live videos and make-up tutorial videos so its customers can know how to apply the products properly. Also, the customer service and brand values give customers an omnichannel experience while they shop with the brand. 

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