01 Oct Why Omnichannel Support is the Future of Retail
What if your customers could start a conversation with your brand on social media, continue it on your website, and complete their purchase in-store without missing a beat? That’s true omnichannel support.
Retail in the Philippines has come a long way. From crowded malls to the explosion of e-commerce, the retail landscape is evolving faster than ever. Gone are the days when retail success relied solely on in-store experiences. Now, it’s all about being everywhere your customers are, and doing it seamlessly. This shift has made omnichannel support more important than ever.
What is Omnichannel Support?
At its core, omnichannel support is all about offering a smooth and connected experience across different platforms. Whether a customer interacts with your brand via a physical store, website, social media, or messaging app, the experience should feel the same, regardless of how customers choose to engage with you.
The Customer Expectation Shift
In the Philippines, this shift in consumer behavior is clear. Each week, over 50% of Filipinos purchase products online. With the rapid growth of digitalization, people now demand faster, more personalized service, regardless of where or how they’re engaging with a brand. The days of long customer service queues are over; people want convenience, and they want it now.
The Role of Omnichannel Support on Retail Success
Omnichannel support strategies aren’t just a trend—they’re driving measurable success. Globally, businesses with these strategies retain up to 89% of their customers.
Although local statistics are still emerging, ASEAN market trends show an increasing demand for cross-channel experiences, proving omnichannel’s value across the region.
1. Omnichannel Support Experience in the Philippines
The retail competition in the Philippines has become more and more fierce. Shoppers are no longer satisfied with just good products—they want a complete experience, whether browsing in-store or shopping online.
Retailers who fail to meet these expectations risk losing out to competitors who embrace omnichannel support strategies. In fact, the emerging reality in the retail industry is that those who are able to deliver exceptional multichannel experience can expect customers to bring 30% more value to their business.
2. Seamless Interaction Across Channels
Consistency is key. A customer might browse products on your website but choose to finalize their purchase via a social media platform. To keep them engaged, every interaction must feel connected.
For instance, fast-food chains allow customers to order online and pick up in-store with no hassle. Such is a perfect demonstration of how omnichannel support enhances convenience across different channels.
3. Meeting Customers Where They Are
With millions of Filipinos actively engaging on social media, it’s more important than ever to meet them on their preferred channels. In fact, 64% of customers tend to trust brands that can support them in real-time. So, whether answering a query on Facebook or offering customer support via SMS, retailers must be present everywhere their audience is and be there when they’re needed most.
4. Customer Loyalty and Satisfaction
When customers have seamless interactions across channels, they’re more likely to become loyal, repeat buyers. Happy customers often have a higher lifetime value, meaning omnichannel retailers not only retain customers but also increase their bottom line. It’s a win-win.
How AI Enhances Customer Experiences
AI isn’t just the future—it’s happening now. For retailers in the Philippines, AI-powered tools are revolutionizing customer interactions across platforms. Whether it’s using chatbots to answer frequently asked questions or leveraging AI for personalized product suggestions, the possibilities are endless.
AI for Data-Driven Decisions
AI allows retailers to dive deep into customer behavior. By analyzing patterns across channels, businesses can predict what customers need before they even ask, offering personalized recommendations that drive more sales. This data-driven approach ensures that every interaction is more meaningful, leading to a better overall experience.
24/7 Omnichannel Support with AI
The Philippine retail market is increasingly online, and consumers expect omnichannel support at all hours. AI-powered tools enable retailers to offer 24/7 support, answering queries in real-time, even when human agents are unavailable. This ensures that no customer inquiry goes unanswered, no matter the time of day.
Want to make your customers feel valued? Learn how we can support you.
Zendesk supports retailers in achieving omnichannel success.
Zendesk allows retailers to track every customer interaction—whether it’s via email, chat, or social media—all in one place. This unified view ensures that customer service agents have all the information they need to provide personalized support across channels.
Moreover, Zendesk offers a host of AI-driven features designed to make customer interactions faster and more efficient. From AI chatbots to automated ticket routing, Zendesk’s omnichannel support allows retailers to focus on what matters most, building lasting relationships with their customers.
Ready to deliver seamless customer experience with omnichannel support?
As Filipino consumers continue to demand more personalized, seamless experiences across all platforms, teaming up with experts who understand how to deliver seamless experiences across all platforms is imperative. At Direc Business Technologies, Inc., we’re passionate about helping you transform your customer support. Connect with us to get your business ready for omnichannel future.