The customer should have a seamless experience, regardless of whether they are browsing your website, shopping, or messaging you via any other social media platform.

This is how an omnichannel experience might look:

• Someone stumbles upon one of your Instagram posts, and they are introduced to your brand.
• You can follow the link placed in your Instagram bio to your site. They will learn more about you and your services.
• They ask you a few questions through live chat.
• They decide to see your product in person and visit your store. They eventually purchase one of your products there with the help of one of your employees.
• A small card with channel information is added by the store clerk to your shopping bag.
• The customer realizes they need additional advice when they get home. The customer checks the card inside the bag and contacts your customer service team via WhatsApp.