Cross-Platform Omnichannel Journeys

Today’s customers have multiple touchpoints with a brand and they expect all interactions and offers between each touchpoint or channel to be seamless and personalized. No matter how hard it looks to manage all the customer interactions in this way, Architect provides all the capabilities of cross-platform omnichannel customer journeys out of the box. 

What is cross-platform?

A platform is a digital or virtual environment such as website, mobile application, CRM, call center, offline stores, or any source of keeping data where users can land, take action and their data can be stored.

Architect provides cross-platform journeys with a sophisticated and unified user tracking system. It means it can always track users' behaviors on more than one platform, process the data, and allow you to design your journey and take actions over it to boost conversions.

Why is important?

Researches show that 90% of users interact with your brand on more than one platform. Understanding users more creates a big opportunity for you to show them a robust and seamless experience that can create more value on them.

See Google's review on user behavior here.

Harvard Business Review states that customers of omnichannel companies are more valuable on multiple counts. They spend an average of 4% more on every shopping occasion, and 10% more online than single-channel customers. What’s more, as a company becomes present on additional channels, it increases the amount of revenue generated by its average customer.

Multi-Channel vs. Omnichannel

Omnichannel and multichannel are two different marketing strategies, even if both utilize more than one channel. Although it looks the same at the first glance, they have major differences that affect your brand strategy and also customer experience.

Multichannel marketing focuses on having interactions with customers by channels while each channel plays their roles separately. In this case, channels are treated individually. 

Omnichannel marketing focuses on integrated customer experience across all channels while interacting with users through many channels on the customer flow.  While customers change their platforms, their experience remains consistent and seamless through different channels. 

Advantages of a cross-platform omnichannel journey

• It increases the amount of revenue generated by its average customer.
• It creates brand consistency across the channels.
• It increases the reliability of your brand and customer loyalty.
• It helps you deliver a streamlined customer experience.
• Its holistic analytics enable you to evaluate the entire customer journey flow included all channels and platforms.
• All customers data are up-to-date no matter where the data comes from (e.g., web site, mobile app, CRM, any outsourced tool).
• It is easy to integrate further channel personalizations.