Omni-channel Integration Strategy

Akshay Trivedi
3 min readDec 8, 2020


Omni Channel Integration Strategy

Introduction to Omni Channel Integration

An omni channel integration allows for the communication of multiple channels across the business. It connects all the touchpoints and expands the business. There must be an effective and efficient way to create an Omni channel Integration Strategy. Read further to know more about the integration strategy for omnichannel:

Top Omni Channel Integration Strategies

● Understand the requirements of the customers.

An omnichannel customer experience delivers what your customer wants, the way they want it, and how they want it. Undertake deep research on the customers to fairly analyse the people who make up your audience. The niche of your audience differs depending upon the variety of service you offer. A certain target group may be looking for the same thing, whereas the other may consist of a mixed audience.

● Map out the customer’s journey.

You must map out the journey that your customers take to purchase a product. Highlight the areas where omni channel integration can be implemented or exercised. As an instance, if you notice that you lose a bunch of customers between the review cart stage and the complete payment stage on your portal, then a probable solution can be to install a live chat option on the review cart page to solve the difficulties faced by the buyers.

● Fit the content on differently sized screens.

An optimised content that fits on different screens attracts a large number of customers. An omnichannel integration assists the users to interact with your brand without facing any issues or encountering technicalities. An unoptimised content can disrupt the flow of the customers and even lead to the customers refraining from making a purchase from your portal.

● Turn on the omnichannel support service.

An omnichannel customer support strategy enables the customers to interact with your brand across multiple channels. It lets them communicate directly with an agent on the portal they are currently interacting with. As an instance, a live web chat allows for instant communication on any page of a website. You can sync the channels with an existing phone or email channels to receive a seamless omnichannel customer experience.

● Pave your way from the beginning to the post-sale experience.

Remember that implementing an omni channel integration, in the beginning, is just one side of the coin. Always extend it to the post-sale omnichannel customer experience to leave the customer completely satiated. As an instance, if a customer needs a smaller size of a shoe online, then the website must process an exchange in-store for online purchase and not keep the customer faffing around with posting the shoe back.

● Keep in mind the physical store.

Do not forget about the presence of your physical store in the rush of staying updated with online technology. Physical stores still hold a fair share in the market. The best omni channel Integration strategy can contemplate that a customer is neither purely online nor purely offline. Therefore, you must strike a balance between the omnichannel strategy and physical working of the store.

The Final verdict to Omni Channel Integration

At ETP Group, our team of professionals offer you the best experience of omnichannel integration strategy and ensure that your customers become repeat customers and boost the sales of your business.



Akshay Trivedi

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