The Jakarta Fair 2023 event has just concluded, and its bustle has reminded us of the dynamic world of retail and service that has become increasingly vibrant. After lying dormant during the pandemic, customers have returned with new preferences and demands. The question is, are the technologies applied in our communication channels ready to welcome this opportunity?

Running a business is undoubtedly full of challenges, especially in this modern technology era. Business practitioners must be able to adapt to developments in the market. Understanding customer behavior is one of the important marketing strategies. This is, of course, related to the use of communication channels as a marketing initiative.

Lately, consumer shopping behavior tends to shift to online platforms; evidenced by the proliferation of personal shopper services at popular trade events, such as the Jakarta Fair 2023. Yes, online demand is increasing; therefore, business actors must adapt to these changes in consumer behavior. Consumers also want a real-time and personal shopping experience through various communication channels.

Similarities in the Principles of Multichannel and Omnichannel

Speaking of communication channels, two terms that are often mentioned are “multichannel” and “omnichannel”. Did you know that both have different influences on each company? If the term multichannel means “many channels”, then omnichannel means “covering all channels”.

Multichannel allows business actors to use more than one channel for their business activities. This multichannel system allows customers to access various channels and choose the most comfortable channel that suits their needs.

Both omnichannel and multichannel use multiple channels to connect brands and customers; however, there are differences in their applications.

Differences Between Multichannel and Omnichannel

Omnichannel is a development from multichannel. The concept used is similar: using various channels for business activities. The main difference lies in the integration and more modern features in omnichannel.

Multichannel allows the use of various channels, but the operations are carried out separately because they are not integrated. This can result in minimal interaction between channels. Meanwhile, omnichannel can integrate various channels into one coordinated application. In addition, there are features that can perform automatic analysis and provide more accurate data.

So, Should We Choose Omnichannel or Multichannel?

It’s clear that both still require a well-designed strategy; the final decision depends on your company’s needs. However, it is clear that omnichannel has more modern features because it is a development from multichannel.

Consult your requirements with the KPSG Group, which has been present in Indonesia for more than 30 years, and is able to design and operate a seamless omnichannel experience for customers. All are packaged in an integrated, scalable solution that can be configured as needed.