5 Benefits of an Omnichannel Strategy in eCommerce

Simbar Dube
2 min readJun 18, 2020

1. It helps you gain great customer insights

And guess what?

Customer insights come with their benefits:

2. Maximize the productivity of the customer service team.

The omnichannel dashboard provides agents with real-time feedback –this real-time data helps an agent to improve performance and increase overall productivity over a period of time.

3. Reduces Churn Rate

89% of customers get frustrated when asked to repeat themselves to different agents.

But when using an omnichannel approach, information silos are broken down & there is a flow of data between all channels –customers don’t have to repeat themselves

4. Decreases Operational Costs

An omnichannel customer service strategy allows some customer interactions to be handled by chatbots, without the help of a (paid) human customer service representative.

5. Reduces Customer wait times

Many customer queries can be easily resolved via email, SMS, or live chat. Why overburden your call queues when you can direct your customers to your other channels instead?


I’m glad you made it this far. I tried, by all means, to go straight to the point and not waste any of your time. But before you head out, I just need one favor from you…

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Simbar Dube

Growth Marketing Manager at Invesp.