They will go to the competition with just one click. One challenge posed by the immediate response is the quality of care. In some cases, the mistake is made of serving without having all the information that the client may request, and what is worse, without giving them any alternative. Therefore, it is not enough to dedicate human resources to attend the social networks or the customer service telephone.
It must be done by responding to the demands. Otherwise it is almost worse than not offering that contact channel. If a customer makes a phone inquiry and waits ten minutes buy email database or more to be answered by someone who ultimately returns them to checkout, the experience will be frustrating. At this point it is necessary to remember that the customer must be the center of attention and that, if a channel does not serve them.
The entire strategy will be affected. Differences between omnichannel and multichannel strategy An effective way to understand what omnichannel strategy means is to compare it with multichannel. The multichannel strategy also tries to reach the customer through different media. For example, a physical store can have its online store. You may have your corporate profile on Facebook, Twitter or Instagram.