Samuel Urquijo: “Well, look, omnichannel is basically an intelligent presence. It is how we manage to have the capacity to articulate all the channels.
It is about not limiting a user to having a single communication channel with a brand, but rather enabling all possible means to have memorable experiences.
If we look at a specific case, if I am a client, I would like to be able to speak to the brand through any channel (WhatsApp, Facebook, Instagram, a website, a text message, a phone call) with complete freedom.
And regardless of the channel I choose or that is available to me, I would like iceland whatsapp resource the brand to recognize me, articulate my information and not limit me.
Of course, on the brand side, this presence also seeks conversion.”
What is omnichannel distribution?
2. Taking advantage of this first point, in which you mention different channels, let's talk about distribution. Let's develop this concept, what does omnichannel distribution consist of?
Samuel Urquijo: “When we talk about omnichannel distribution, a challenge arises.
And it is that generally when we have several communication channels enabled to guarantee a homogeneous experience, it happens that our greatest amount of traffic (depending on the type of business) goes through one or the other.
The approach will be more through WhatsApp or Instagram or Facebook or calls or text messages, depending.
So, distribution will of course depend on how the company markets itself or how users reach it.
What omnichannel allows is that distribution does not matter as a primary axis.
For you, as a company, the important thing will be to centralize everything in one, articulating all the information so that you can attend to everything in the same proportion with the same quality.”
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