Embracing Omnichannel: Strengthening Customer Connections

Discover how to provide a seamless support experience across multiple platforms. It’s easier than you think!
Embracing Omnichannel: Strengthening Customer Connections
photo by Pavan Trikutam
Table of Contents

Today we’re tackling omnichannel support 🤯

Before you check out and close this email, let me explain what it is and why you need it in your garment care business.

First, what it is.

Omnichannel support is a fancy term for when a business assists its clients across multiple platforms, making each interaction seamless and part of a whole.

Think of it this way.

Clients are able to contact you through multiple channels: email, phone, chat, social media, SMS (text), and on and on.

Next, why you should use it.

Take a look at these stats:

  • 75% of customers desire a consistent experience, regardless of how they engage a company (through social media, in person, by phone, etc.). (Salesforce)
  • 64% of customers want to shop with companies that can meet their needs in real-time. (Salesforce)

If that wasn’t enough to convince you, hold on! You know your good friend Waleed has more to say!

Think about all the different ways you communicate with people throughout the day, both personally and for work.

You might use:

  • SMS/text messages
  • Email
  • Call
  • WhatsApp
  • Slack
  • Facebook (Meta) Messenger
  • Instagram DM’s
  • Facebook DM
  • Linkedin DM
  • Etc.

Look at that long list. 

You probably don’t even like half of those platforms, but you use them because someone sent you a message on them.

Did you get that? Someone sent you a message on that platform — MEANING, that platform is the one they prefer.

People use the things that are most comfortable for them, even when communicating with your garment care business.

  • You get a message on Instagram about your hours.
  • You get an email about an order that is missing a bag.
  • You get a text message about a missed delivery.
  • You get a phone call about an out-of-order machine.
  • You get a message on FB messenger that your delivery driver was rude.

Imagine if all those messages for all those platforms could be in one place for you and your team to read and respond to.

There is. We call it omnichannel support.

Your client can communicate with you on their favorite platform.

You have one software you log into to access all those messages in one place.

It’s all about meeting them where they are and making it easy to communicate with you.

Here are a few other things you can do with an omnichannel support system:

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