How to Go Beyond Global into Omnichannel: A Complete Guide to Becoming an Omnichannel Business

4 min readApr 8, 2021


Customer expectations are constantly evolving causing ripples in the digital landscape. As an omnichannel business, you find yourself adapting to customer-lead digital transformation by being available on multiple channels. At the same time, your aim is to create happy customers through positive customer experiences formed from communication between yourself and the customer.

While 86% of customers expect you to know them as they switch between channels, they’re also breaking away from legacy communications, favouring digital real-time conversations instead. Let’s explore how to operate a global online omnichannel business that offers the servicing that builds positive experiences for long-term customer relationships.

Online Store

In 2021, over 2.14 billion people worldwide are expected to buy goods and services online, up from 1.66 billion in 2016. Despite this, the average shopping cart abandonment rate sits at 69.57% across all industries.

Web Widget

The addition of a simple Web Widget supporting live chat and web call features enables customers to reach out whenever and wherever. They no longer face the struggle of locating contact details, painstakingly long response waits, or a disjointed journey in having to navigate away from their page of interest (this is often where the abandonment happens).

Did you know that live chat increases customer retention rates by 5%and increases profits by 25%-95%?

We also recommend video calls for a personal shopper experience and even virtual consultations for demonstrations for a digital face-to-face experience. These can also be fantastic opportunities to upsell and cross-sell!


Whether you’re a start-up or large brand, reach new heights with help of Facebook’s 2.6 billion monthly active users — a sizeable global customer base. With zero investment and simple set-up, drive discovery and supercharge sales seamlessly through customer servicing or High-Engagement Marketing.

Facebook Messenger

Messenger, the communication platform of Facebook supports instant messaging, audio and video calls.

Staff seamlessly connect with customers to deliver five-star contextual servicing with the empathy of human touch. The aim is to build meaningful connections that nurture lasting relationships that ensure perpetual sales.


Whether you’re a small to medium business operating on the Business app or a large business using WhatsApp Business API, WhatsApp is essential. With 2 billion monthly active users across 180 countries, you are essentially taking your business to billions of individuals.

Session Messages

Also known as Customer Care, let customers connect to you using web link or QR code embedded into your online or offline channels. While customers can also manually enter your contact details, you should always aim to make engagement simple.

Template Messages

Initiate contact with customers who have previously been in contact or have your details saved. These messages will need approval from WhatsApp and cannot contain ads or marketing. However, by being proactive, you are encouraging engagement!


This versatile messaging and social app dominates the Chinese market and is a key part of 1.2 billion users’ lives each month. Its payment business, WeChat Pay, sees up to 1 billion daily transactions.

To get started on capturing your share of the Chinese market, be sure to read our Ultimate Guide to Getting a WeChat Official Account.

Live Chat

WeChat Mini Shops exposes your business to over 900 million total users. With the complete ecosystem of an Online Store, this platform is your oyster! However, there is one distinguishing feature to make it truly unique — livestreaming!

Leverage this feature to advertise and promote your products to a huge audience who can then in turn engagement with you using live chat.

Become an omnichannel business with maaiiconnect

Now we have explored how to connect to your customers on various online platforms, the question is how do you service customers to build positive experiences, personalised journeys and passionate loyalty?

The answer is maaiiconnect. Through the power of omnichannel, all communications are delivered into one dashboard available to all staff. Cloud-based, user-friendly and seamless, maaiiconnect makes customer engagement simple for the global omnichannel business. Its intelligent features ensure all enquiries go directly to the right staff for seamless interactions.

Create customer centricity by placing customers first. All communication is saved so that your staff are always a step ahead with a complete customer profile on hand.

If you’re like us, you’ll agree that nothing is complete without data and that is why maaiiconnect records all insights and reporting. Leverage data to locate your strengths and pinpoint your weaknesses to ensure the only direction your omnichannel business travels in is up!

Always remember, great customer experiences start with great staff experiences. maaiiconnect is your key to transforming your omnichannel business from one that simply exists to one that truly thrives.

Some final tips before you go…

  • Customer servicing and experience aside, an onnichannel communications solution is a valuable tool for conversational commerce.
  • Remember to be timely with replies. Customers are breaking away from emails and choosing instant messaging. This means they expect faster replies.
  • maaiiconnect ensures enquiries are immediately handled, giving visitors the servicing required to turn them into customers.
  • No matter where you are in the world and your accessibility, maaiiconnect’s integration of top communication platforms connects you to all corners of the world.
  • maaiiconnect is your tool to efficiently and effectively give customers the reigns to access your business on their preferred channel and pave their own journey. This ultimately enables your omnichannel business to be fully customer-centric, not only creating conversions but happy customers who will want to keep coming back for more!

Start a chat with us to learn more about how maaiiconnect is your omnichannel business partner.

This article was originally published in the maaiiconnect blog, by Felicia Lam.