Every successful startup has the best Customer Experience, that’s why their customers stay loyal to the company. They can have the best Customer Experience because they know how to manage, treat and make their customer happy. 

On August 12th, 2021, Apiary held an amazing webinar with three speakers who are experts in Customer Experience. They are Mardiansyah Putra as Head of Business Growth at TADA Indonesia, Irwing Antonio as Mid-Market Account Executive at Twilio, and Helmy Rianda as Co-Founder & COO at Doogether.

They shared about how the companies implement Omni-channel to have the best Customer Experience. So here’s the summary of the event that will be useful for you.

Improve Customer Experience Through Omni-channel.

Omni-channel is an attempt to interact with customers anywhere and anytime, both online and offline. It has multiple touchpoints that help raise awareness and improve customer experience while supporting companies to generate more revenue. According to a study, multiple channel shoppers have a 30% higher value in life than those who buy through only one sales channel. One of the best ways to attract customers through multiple channels is using a point system that encourages customers to use multiple channels. One of the metrics you can use is the AARRR method, which stands for Acquisition, Activation, Retention, Revenue, and Referrals.

If you’re wondering when is the right time to use omni-channel, you can use it as soon as possible once you start your business and have customers. Also, it depends on your budget, channel, stage, and customer. Every business today is a relationship business. So it is crucial to strengthen and maintain relationships with your customers. The more you know about your customers, the more you improve your customer experience and achieve their needs and goals.

Maintain Customer Engagement and Retention, be constant & consistent

Engage with customers has to be constant and consistent. From the first time your customer is interested in your product, you have to give the best experience to ensure they come again later. You also can create a campaign strategy based on your customer needs and interest, don’t forget to look at your form database or latest campaign report. Analyze the impact and create a new campaign that will bring more new customers as well as maintain current customers. The strategy is to use the successful campaign multiple times until they stop producing results before making a new campaign. Campaigns need to generate revenue, not expenses.

This strategy requires a good technology partner to run Omni-channel in order to know your customer’s preference such as email, WhatsApp, SMS, or any other channel. You can find these features available in Twilio, a cloud communications platform to help your company communicate and strengthen customer relationships across your business – from marketing and sales to customer service and operations.

Also, you can learn more about best practices on how to scale customer engagement and provide advice for organizations planning on implementing Twilio WhatsApp Business API through a fireside chat with Twilio experts. Register now to book your seat