Meet Maria, a regular customer who loves to shop. However, her favorite store has a small problem: the only way she can purchase their products and services is through their website. While it remains her preferred site, it only operates through one channel, and she often misses out on promotions because she doesn’t find out about them in time.
This problem not only directly affects Maria but also the company, which realizes that limiting its service to a single channel isn’t increasing its profits. For this reason, today we want to talk about a service that will undoubtedly help improve your customer service and sales: omnichannel support.
Omnichannel support focuses on providing continuous, personalized, and unified support across different platforms. This allows you to offer your products and services and communicate with your customers or leads through various channels, managing everything through a single website or control panel.
Our goal with this article is to help you better understand this type of support and why it’s so essential for your business. Let’s get started!
The importance of customer experience in 2025
Customer experience is often taken for granted; theoretically, if I create great customer service, it should result in a good experience. However, in many cases, this doesn’t always work as expected. Let us tell you more.
How it impacts loyalty
If Maria is already loyal to an outdated store, imagine how much more loyal she’ll be when the company implements omnichannel service; she’ll be able to make purchases quickly, stay up-to-date on all the latest news from anywhere, and be so happy she’ll want to recommend your company all the time. The resulting impact optimizes service, increases loyalty, boosts sales, and generates leads.
Relationship between personalization and sales
A positive customer experience can be determined by many factors, the most common being a balance between personalization and sales. Therefore, if the core relationship with customers focuses on what they like and need, they will be twice as satisfied with the service, leading to greater loyalty and increased sales.
Key channels within an omnichannel strategy
Omnichannel support focuses on creating an advanced service across various communication channels. For it to be successful, selecting the right channels that are trending is crucial. We’ll tell you which ones we believe will be the most important in 2025.
Social media
Social media is incredibly powerful; almost everyone worldwide has at least one active account. We need to use this to our advantage, which is why it’s important to create a dynamic service through these platforms. For example, if you implement Instagram, you can bring more creativity to your brand and generate a genuine connection with customers through direct messages.
Email and chat web
Email and web chat are classic services that you should always keep in mind. There are many reasons for this, the most important being that they create security and professionalism for your brand, allowing your clientele to feel safe and thus increasing positive experiences.
WhatsApp and telephony
WhatsApp and mobile phone services are used when a company wants to create a seamless and personalized experience that captures the public’s attention and fosters a sense of security. Furthermore, both platforms offer immediate support, answering inquiries and resolving issues to increase customer satisfaction.
How to implement an omnichannel strategy in your business
In addition to knowing the best channels to integrate, it’s important to know how to implement a successful omnichannel strategy to increase positive experiences and customer satisfaction.
Mapping of touchpoints
To properly implement your omnichannel strategy, you must pay attention to creating a good mapping for the touchpoints; that is, visualize in detail the steps in which your consumers will find themselves and the specific actions in which automation can work or one (or more) human agents must be attentive.
CRM tool integration
Beyond integrating different customer service channels, you must also consider integrating CRM, an essential software for developing excellent service by analyzing customer data and processing personalized conversations.
Among the tools that will help you manage a seamless and exceptional omnichannel service are Kommo, HubSpot, and Zoho CRM—three must-haves for improving customer relationships.
Team training
Last but not least, you need to train your team, as they will now be working with a completely different program and will have to focus on different outcomes. Don’t think this will create twice the work; it’s still a single system for everything. The difference is that it will now integrate various channels that will be responsible for building relationships with customers and creating a positive experience.
The role of automation and chatbots
Finally, we’ll tell you about the performance of certain tools in omnichannel service, such as automation and chatbots, a duo that cannot be missing from your customer service.
Chatbots for support and sales
Chatbots are programs designed to develop dynamic and effective conversations 24/7. They can be integrated into various channels to optimize service; for example, the WhatsApp chatbot allows you to:
- Automatically answer queries.
- Improve the customer experience without significant costs or effort.
- Maintain consistency in communication across all channels.
How to build a chatbot in Kommo
24/7 Interaction Management
Automation has a specific role: to create a continuous and personalized service. It maintains a constant conversation through 24/7 interaction, preventing missed opportunities, unproductive tasks, and negative experiences due to delayed responses. As an example, there is Instagram dm automation, a tool that brings:
- A dynamic way to communicate through the channel.
- Fast and personalized answers for a better connection.
- Significant advantages for entrepreneurial teams.
Final step
So far, we believe we’ve provided all the relevant information you need to create a successful omnichannel service. Don’t miss this opportunity to improve your company’s results. Integrate these services now, especially with the successful channels we’ve recommended, such as Instagram, WhatsApp, email, and more, to create the best customer experience.