Business Intelligence (BI) tools for omnichannel marketing allows you to map, define and evaluate a customer’s purchase experience journey and also helps to attract new leads and retain old customers.
BI solution will help you capture data from online engagements and offline marketing to improve customers shopping experience as well as implement marketing strategies that will grow your business to the next level. As online e-shops continue to experience an increase in customer traffic, there’s a need to employ BI to make the process as efficient as possible.
Customers’ engagements are vital in achieving business goals. BI tools consolidate different information into actionable data. This data will allow you to segment your audience so that you can craft compelling messages. For instance, people in the tech industry will purchase a product based on the technical specifications; therefore, it’s crucial that you highlight technical aspects when delivering a marketing message.
That said, we can say analytics play a huge role in increasing online sales at the same time lowering the costs of running a brick and mortar shop. Omnichannel marketing engagement allows a personalized customer experience.
Business Intelligence technologies have improved the way online e-stores capture data based on real-time engagements. Smart personalization robots can recognize customer’s intent and communicate your brand message better. The engines allow digital business transaction by increasing a company’s profitability.
Most omnichannel platforms will allow you to engage with your customers through live chats, videos and co-browsing experience. Real-time engagement will boost your marketing strategies and improve customer satisfaction.
BI cookies work just like other online counterparts providing data points collected via a customer journey. This data translates into useful, actionable data that will help your business understand customer’s behavior.
Additionally, the data will allow you to analyze the customer journey with useful insights about their interaction and preferences. Also, you can systematically manage your customers’ experiences.
BI generated robots allow the management and staff to access, manage, evaluate and visualize a customer journey based on the data gathered. Also, the data collected enables customer segmentation that will help in a company’s marketing determinations for both online and offline strategies. For instance, an online shop that sells technology equipment to a tech firm can focus their efforts on outlining the tech specs of their products.
Customers demand for a seamless experience increase by the day. Customers move from one channel to another as they seek information regarding your company and product and no matter what platform they are using to source information, they expect a smooth process and consistent data across all channels.
Although it’s not easy to maintain a top-notch omnichannel marketing strategy, implementing BI solutions will improve the way customer service is delivered across all the channels to offer true continuity and seamless experience.
Information compiled by BI tools will allow you to make any necessary changes that will improve your interactions and add value to your business for quick growth.
Unlike a brick-and-mortar business, most online e-stores have leveraged the opportunities that omnichannel engagements can offer such as seamless customer service experience.
Even with an authoritative source of insight that BI tools can offer, some companies continue to be virtually blind on what customers are doing and seeking. In that respect, let’s dive in and learn the benefits that BI tools can offer your business.
#1. Segmenting and Mapping Improves the Customer’s Journey
A customer journey management system is necessary for measuring and evaluating performance. For a company with performance targets, it must be able to deliver exceptional customer experiences across all channels.
To do this, you should segment customers into groups to understand their path of purchase through compiled data that will help you unearth perceptions of who your customers are. For instance, you can segment your customers based on lapsed contracts, geographical demographics and repeat purchases.
When looking into a buyer’s journey, you need to understand if customers understand your brand correctly – this is called a marketing funnel.
Once you’ve segmented your customers, you now need to personalize the experience by sending customized messages through the various omnichannel platforms for marketing and submit to the different groups.
Statistics indicate that 56% of buyers are likely to purchase products from an online shop or a brick-and-motor business that recognizes them by name; this highlights the importance of personalization in omnichannel promotions.
BI tools like Pixels and Retargeting will allow you to collect information and understand which products and services an individual is interested in as well as understand the behavior on your online traffic.
Online e-stores allow a committed customer to purchase a product without any interaction. On the other hand, most brick-and-motor businesses can stand in the buyer’s way which can negatively affect the process and send your customer to the competition.
To avoid such a scenario, integrating BI tools in your business will allow your customers to purchase products and services online and offer them a seamless payment gateway.
Focused help in the right way and at the right time will improve customer engagement and experience. Your customer desires help, but sometimes businesses under the mask of increasing sales will use Business Intelligent tools to offer customer service with sales pitch pop-ups. This kind of help is unwarranted for and inconvenient.
Besides, automated touch-tone systems that force your customers to interact with bots are not helpful. BI tools can be more problematic if not integrated with your omnichannel marketing efforts. The more the reason why you need to combine all your channels for a seamless customer service experience.
BI tools are powerful web-based solutions that allow you to gather real-time operational data and statistical reports that can help you to measure and evaluate a customer journey. Business Intelligence tools also let you create an outstanding and consistent customer experience across every channel. The information gathered will also help you clarify how services and engagement points are performing from real-time data.