Omni-Channel yog dab tsi? Yuav Ua Li Cas Nws Lub Khw Muag Khoom Nyiaj So Chaw So?
Rau xyoo dhau los, qhov kev sib tw loj tshaj plaws ntawm kev lag luam hauv online yog lub peev xwm los sib koom ua ke, ua kom zoo, thiab tom qab ntawd tswj kev xa xov thoob plaws txhua qhov channel. Raws li cov channel tshiab tau tshwm sim thiab nce hauv kev muaj koob npe, cov neeg lag luam tau ntxiv ntau cov khoom thiab ntau qhov tawg rau lawv cov sijhawm tsim khoom. Qhov tshwm sim (uas tseem yog ib qho), yog ib pawg loj ntawm kev tshaj tawm thiab cov lus muag muag tau poob rau txhua qhov kev cia siab ntawm caj pas. Cov kev cuam tshuam txuas ntxiv mus ntxiv - nrog rau cov neeg siv khoom chim siab unsubscribing thiab nkaum los ntawm cov tuam txhab uas lawv tau zoo siab ua lag luam nrog.
Hmoov tsis, lub hauv paus chiv keeb ntawm lo lus txhua yam txhais tau tias tag nrho ... thiab qhov ntawd yog li cas cov neeg lag luam feem ntau kho cov channel. Kuv xav tias peb yuav tau sau ib lo lus zoo, xws li kev sib koom tes lossis kev lag luam kev lag luam nce qib. Automation hla cov channel feem ntau ua haujlwm qee qhov kev sib koom tes no, tab sis peb feem ntau tsis ua kom zoo dua cov kev sib txuas lus.
Omni-Channel yog dab tsi?
Omnichannel, uas tseem yog sau omni-channel, yog hais txog txhua qhov kev paub cuam tshuam nrog tus neeg siv khoom. Hauv kev lag luam, omni-channel yog xa mus rau kev sib koom ua lag luam kev paub thoob plaws nruab nrab (aka channels). Hloov chaw ntawm cov neeg siv khoom tau txais kev sib tsoo thoob plaws nruab nrab, qhov kev paub yog ob qho tib si tus kheej thiab sib npaug qhov twg yuav tsum tau ua tiav. Yog li kev lag luam hauv TV tuaj yeem tsav tib neeg mus rau qhov URL ntawm qhov chaw uas cov neeg siv khoom tuaj yeem koom nrog cov ncauj lus, lossis tej zaum sau npe rau kev ceeb toom xov tooj lossis email uas txuas ntxiv kev koom tes. Cov kev paub yuav tsum yog ob qho tib si seamless thiab nce zuj zus, tsis yog rov ua dua thiab ntxhov siab.
Omnichannel khw muag khoom lossis kev lag luam kev paub yog hais txog kev sib cuam tshuam ntawm lub khw thiab cov khoom siv digital, cov ntaub ntawv cov neeg siv khoom sib koom ntawm kev coj tus cwj pwm hauv online thiab kev sib cuam tshuam thiab cov khw muag khoom hauv zos, thiab - tau kawg - tus nqi, xa khoom, thiab cov khoom lag luam raug ntawm lub khw thiab digital interfaces. Thaum txhua yam ua haujlwm seamlessly, nws ua rau muaj kev lag luam ntau dua. Qhov ntawd ua rau kev muag khoom loj dua thiab kev muag khoom ntxiv rau yav tom ntej rau ib tus neeg siv khoom. Qhov tseeb, omnichannel buyers muaj ib tug
30% siab dua tus nqi ntawm lub neej tshaj cov uas kav khw siv ib tug channel xwb.Raws li cov neeg yuav khoom tau dhau los ua ntau channel-agnostic, thiab ntau dua omnichannel hauv lawv cov neeg siv khoom taug kev, cov khw muag khoom uas tab tom tawg thiab ua tau raws li lawv cov kev xav tau tau paub txog qhov zoo tshaj plaws rov qab rau lub caij so khoom noj khoom haus no. Nws tsis yog hais txog cib thiab mortar vs. e-lag luam. Cov khw muag khoom zoo niaj hnub no paub tias lawv yuav tsum ua kom cov neeg siv khoom taug kev tsis sib haum xeeb thoob plaws txhua txoj hauv kev thiab txhua yam khoom siv kom cov neeg siv khoom tsis xav tias lawv yuav tsum xaiv. Stuart Lazarus, VP of Sales for North America, Signal
Cov infographic no yog chock tag nrho ntawm thawj thiab thib peb-tog stats ntawm dab tsi omnichannel neeg yuav khoom xav tau thiab yuav ua li cas cov channels muaj kev cuam tshuam rau kev yuav khoom hauv khw. Nws suav nrog cov stats los ntawm cov npe xws li Amazon, Michael Kors, thiab Warby Parker los ua kom pom tias lawv pawg li cas tawm tsam kev sib tw, thiab tshawb nrhiav cov teeb meem tseem ceeb ntawm cov khw muag khoom niaj hnub no. Qee qhov tseem ceeb:
- 64% ntawm cov neeg yuav khoom hauv online hais txog kev xa khoom ceev raws li kev txiav txim siab tseem ceeb
- 90% ntawm cov neeg yuav khoom hauv khw tau mus xyuas lub vev xaib thiab tom qab ntawd yuav ua qhov thib ob lossis thib peb yuav hauv online
- Tsuas yog 36% ntawm cov neeg siv khoom yuav tuaj xyuas lub khw yog tias tsis muaj cov ntaub ntawv khaws cia hauv online