Why You Need Omnichannel

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American agency V12, which helps companies implement omnichannel, has collected statistics:

CRR (customer retention rate) of companies that use unified channels is 91% higher than those that do not;
The LTV (customer lifetime value) of armenia mobile database customers is 30% higher than those who use only one channel;
89% of customers are unhappy with having to repeat their problems to different company representatives;
35% of customers expect to be able to contact the same customer service representative across all channels.
What do these data indicate?

Omnichannel is needed by both companies and customers.
It's a win-win strategy: the business saves money and customers, and customers get convenient communication with the organization.

Just having a lot of channels is not enough.
Diversity of communication methods is good. But if your messengers, social networks, calls and emails are not connected to each other, you risk losing customer loyalty.