Omnichannel is a tool for your taxi service that seeks to offer a pleasant experience based on the planning of channels in a unified way. In order to provide different consumers with quick access that can be easily organized and with personalized attention.
According to Aberdeen studies, companies that tend to use strong omnichannel strategies have a customer retention rate of 89%. Contrary to weak omnichannel strategies, which only have 33%. Given this, the omnichannel communication strategy must be as efficient as possible to achieve the goal of strengthening the relationship with your customers.
What does omnichannel include?
Because e-commerce is here to stay thanks to the push of technology, but also adding traditional means of communication, since these are a familiar face for most customers and allow them to resolve doubts.
In addition, it should be noted that the exchange of information can begin via one platform and continue on another. This way, there is no need to worry about interrupting the fluidity of interactions. Let us recall the main channels currently in use.
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Text messages
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Emails
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Newsletters
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Social networks
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Support Centers
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Chatbots
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Blogs
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Conventional media, such as television, radio, among others.
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Customer service
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The important thing about all this is that each of the channels must be intertwined. So that they can function efficiently, supporting the weaknesses of the others. And always addressing the needs or concerns of consumers.
The application of the omnichannel strategy in taxi services
For some time now, it has been used in the transport and delivery niche, as it allows for a good experience. This is the reason why more and more businesses are applying omnichannel, especially those that apply Business to Consumer or B2C, since in this way interactions with the user are much more efficient.
They are not only used in omnichannel channels in B2C, but are also effective in B2B or Business to Business. These are companies that offer taxi services or products to a completely different company. So the channels to be able to send the right message to the associated companies are very valuable for them.
How to improve your company's logistics?
If you were wondering from the beginning how you are going to boost logistics with this tool, the answer is simple: omnichannel allows you to take the shopping experience to the next level, but especially the last mile. This is achieved because the communication channels are aligned, and customers have all the data, including delivery scheduling, route tracking and receipt.
Likewise, from customer service to sales areas, they will be able to have greater clarity. Regarding the management of product deliveries to improve communication with the consumer, since the tool allows notifications to be sent via SMS, Mail or WhatsApp so that the different departments in which the team is divided are updated regarding the status of the orders.
Integrate the characteristics of your niche into the system
The niche or target audience, plus all the information related to it, must be as specific as possible. Therefore, the ERP and CRM data must be concentrated in the same database in order to be able to manage them more quickly. This way, the data can be used more productively.
Why is omnichannel so important?
It is so important because it adapts to the characteristics of the modern taxi service consumer . Achieving the result that the client desires and demands the following aspects:
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Demand, scheduled deliveries with specific dates and times, along with reverse or returns logistics.
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Transparency, it is now an unquestionable requirement to be able to track items and the vehicle.
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Offshoring, purchasing from any location without any obstacles for the customer.
The best way to meet these customer requirements is through management technology. Optimizing resources such as delivery times, inventory or stock, integrating customer service. To do this, it is necessary to choose software that meets the logistics needs of your company.
Omnichannel to strengthen the brand
Omnichannel definitely requires logistics centers to be at their highest possible levels of production and efficiency. Good management prevents uncontrolled situations, ensuring good service. And, ultimately, a better service experience that is so memorable that the customer wants to return.
All for one and one for all
As you may have noticed, there are many possibilities to generate a solid omnichannel strategy. All in the search to improve your communication with customers, especially in the last stage of the process. On average, omnichannel customers report between 15 and 30% more expenses than traditional consumers.
So by not having a digitalized business you are only increasing the probability of having losses. Since you lose the possibility of buying at any time, in any place and from any means. Even more so when you do not have the capacity to deliver thanks to a 3PL logistics operator. That is why we invite you as a taxi service to implement this excellent logistics tool.
