Omnichannel campaigns achieve a 287% higher purchase rate compared to single-channel campaigns (Omnisend, 2023).
This highlights the immense potential of omnichannel marketing in today's digital landscape. Yet, many businesses struggle to truly harness the power of an omnichannel marketing experience for their business and customers.
In an age where customers interact with brands across multiple platforms—from email and SMS to social media and messaging apps—creating a cohesive customer journey has become both crucial and complex. While 86% of senior-level marketers acknowledge the importance of this approach, only 29% report successfully implementing it (Salesforce, 2023).
This is where Bird CRM steps in. Our platform is designed to bridge the gap between recognizing the need for seamless customer experiences and actually delivering them. With Bird CRM, businesses can unify their customer data, automate personalized communications, and seamlessly integrate multiple channels to create truly effective omnichannel campaigns.
In this article, we'll explore signs that indicate it's time to switch to an omnichannel platform and how Bird CRM will help you get there. We'll also showcase real-world success stories from businesses that have transformed their customer engagement using our platform.
When should you move to an omnichannel platform?
If you're wondering whether it's time to upgrade your marketing strategy, here are some key indicators that suggest you're ready for an omnichannel approach:
Your current multi-channel efforts are becoming overwhelming, making it difficult to monitor performance and make data-driven decisions.
You're missing out on potential customers because you're not present on the right channels in certain countries or markets.
You're planning to expand into new channels, audiences, or markets in the near future.
You're struggling to engage with customers at crucial touchpoints throughout their journey.
Your ability to personalize campaigns across different channels is limited.
Your marketing strategies feel disjointed or unbalanced across various platforms.
Your SMS and email marketing costs are consistently exceeding your budget.
If any of these scenarios resonate with you, it might be time to consider an omnichannel marketing platform like Bird CRM.
Why choose Bird as your omnichannel marketing platform?
Multiple channels on one unified platform
Many "omnichannel" providers only include access to SMS and email, leaving popular channels like WhatsApp, Facebook Messenger, RCS, and Instagram off the table. Understanding your customers means knowing how they prefer to communicate and where.
With Bird, you can experiment with new channels without the expensive endeavor of migrating to a new platform down the road. We provide access to a wide range of channels including WhatsApp, Facebook Messenger, RCS, and Instagram. This allows you to reach your audience wherever they prefer to communicate, giving you the flexibility to experiment and optimize your channel strategy.
This flexibility enables you to effectively find out what channel works best for your audience, all from a single, integrated platform.
Advanced AI capabilities
Bird's cutting-edge AI-powered tools can help you set a new standard for customer engagement. Bird offers native integrations with all your important data sources—including your CRMs and data platforms—or easy integration options via APIs. This enables you to drive more personalized engagements, ultimately converting into increased customer management or sales.
With Bird CRM, you can experience:
Seamless integration with OpenAI, Azure, or your in-house language models for hyper-personalized engagements.
Direct integration with your Shopify store or product inventory, enabling AI bots to handle product-specific inquiries and even complete purchases.
Automated FAQ generation using Natural Language Processing (NLP) to efficiently manage customer queries in real-time. Ai bots will be able to handle customer queries, freeing up time for human agents to focus on complex issues.
AI-powered customer segmentation with automatic labels (e.g., high-value customer, highly engaged, dormant customer, repeat purchaser) visible on contact profiles, usable in segmentation and across all marketing efforts.
Custom AI attributes creation using prompts that consider user attributes and events, enhancing segmentation capabilities.
AI-driven email content generation with a simple prompt in the editor, taking into account contact attributes like VIP status for dynamic, personalized content at sending time.
Google Markup support in the email editor for smarter action suggestions on mobile devices.
AI Insights layer on top of dashboards, providing easy-to-understand trends and recommendations to drive revenue or other conversion metrics in journeys and recent campaigns.
Robust data handling for better decision making and personalization
Keeping tabs on how your marketing campaigns are performing is half the battle. With access to a goldmine of real-time data, your team can quickly pivot away from weak campaigns and try new tactics to increase success rates and improve personalization.
Bird can absorb high volumes of data (purchases, web visits, actions, page views, etc.) in real-time while maintaining reliability and performance as you scale. By integrating with your Shopify store, website, or other data sources, we create detailed customer profiles with preferences and purchase history. This data can then be leveraged to deliver tailored marketing journeys and messages, allowing you to personalize content based on comprehensive customer information.
Engage with customers across their entire journey
A successful omnichannel strategy involves engaging customers at every stage of their journey. Bird supports a wide range of automations for maximum impact throughout the customer lifecycle. You can execute these campaigns across multiple channels, ensuring you reach customers where they are most responsive. Also, our robust template library allows you to leverage pre-built templates to accelerate campaign creation.
With Bird, you can:
Create automated campaigns for abandoned cart recovery, promotional offers, back-in-stock alerts, upselling, cross-selling, and more.
Enable multi-channel execution across SMS, email, push notifications, and in-app messages.
Get access to customizable templates to maintain brand consistency while accelerating campaign creation.
Rich personalized message templates that scale
Using customizable message templates creates a consistent, on-brand visual experience across your campaigns. This not only saves time by eliminating the need for a back-and-forth design approval process but also allows you to scale your message production efficiently.
Bird's platform allows you to create visually appealing, on-brand messages that scale across channels:
Customize templates without any coding knowledge.
Create templates for multiple communication channels, like email, SMS, RCS, Facebook Messenger, and WhatsApp.
Include interactive messaging features like quick reply buttons, link buttons, or carousel messages.
Implement localization features to tailor content for global audiences.
Cost savings
Many omnichannel platform providers rely on third-party services to send emails, SMS, and WhatsApp messages. This adds layers of cost, often resulting in a premium to pay on top of the core channel cost. Customers of those platforms will end up paying for:
The channel cost (e.g. SMS delivery fees)
Third-party processing fees
The marketing platform's processing fees
Here's the Bird advantage: We own and operate our infrastructure, eliminating the need for expensive third-party involvement. This allows us to offer significantly lower message delivery costs compared to competitors. For example, you can reduce your email costs by up to 40% compared to tools like Klaviyo and save a lot on SMS costs. These cost savings translate into faster scaling, lower CAC, and ultimately, a higher return on your marketing investment.
Enhanced deliverability and more in-depth analytics for SMS, email and WhatsApp
Bird is fully vertically integrated. As we touched on above, this means we own the infrastructure all the way down to our global carriers network for SMS and MTAs for email. This gives us an advantage over providers that don’t have this depth as this means we have far better deliverability capabilities AND far deeper engagement metrics.
Our platform helps you reach channels prevalent in your target markets, like Facebook Messenger in the United States or WhatsApp in Europe and Latin America. We also help you reach country-specific channels, such as KakaoTalk in South Korea. Our active relationships with internet service providers (ISPs) and email providers like Gmail and Yahoo in target markets ensure your emails don't go to the spam folder, even as these companies constantly change their spam filtering rules.
Omnichannel marketing success stories across retail, Ecommerce, and insurance: Boost conversions rates by 2.5x
So how are successful businesses taking advantage of Bird CRM? We've gathered some examples where our customers saved time, boosted engagement, and increased conversions.
Retail: Matahari increases conversion rates by 2.5x
Indonesian retailer Matahari managed to 2.5x conversion rates and expand their loyalty program, driving far more business both in their physical locations and online.
Matahari used Bird's Flows and WhatsApp API to run promotional campaigns that reached millions of customers and drove net new revenue. Sending marketing messages on WhatsApp also allowed customers to engage with campaigns, and chat with a sales agent for additional product info before making a purchase.
Insurance: ComparaOnline increases conversion rates by 18%
To gain a competitive edge in the insurance industry, companies need to engage audiences at precise stages of the buyer journey. ComparaOnline, a price comparison site for financial and insurance services in Latin America, turned to Bird Flows and Email Marketing to enhance the prospect experience.
As ComparaOnline generated leads that moved through the sales funnel, prospects encountered high friction at each step, mostly due to manual workflows. By integrating their CRM with WhatsApp, their sales teams could efficiently reengage customers, recommend the right products based, and make conversations more personalized. Their more personalized interactions increased conversions by 18%.
Ecommerce: Urbanic reduces incoming customer support inquiries by 30%
For businesses in the ecommerce space, it's important to choose a marketing automation platform that can serve as a one-stop-shop for all your tools. Urbanic, a popular retail brand, struggled to connect with their customers across WhatsApp, email, SMS, and in-app chat as they were lacking a central hub to monitor each conversation.
With Bird’s easy-to-use interface and the ability to see each channel in a single console, the quality of customer support greatly improved.
“Our ability to proactively communicate important order and delivery information to customers has allowed us to reduce customer support tickets by 30%,” Krishna Gautam, Head of Customer Experience at Urbanic said. “Now, our customers are happier, and our support agents have more capacity.”
If, like the businesses above, you are ready to transform your marketing strategy and drive unprecedented growth, take the first step towards omnichannel excellence—Request a demo of Bird CRM now!