{"id":117492,"date":"2025-07-16T10:40:22","date_gmt":"2025-07-16T10:40:22","guid":{"rendered":"https:\/\/userpilot.com\/blog\/omnichannel-customer-engagement\/"},"modified":"2026-03-05T22:21:57","modified_gmt":"2026-03-05T22:21:57","slug":"omnichannel-customer-engagement","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/omnichannel-customer-engagement\/","title":{"rendered":"What is Omnichannel Customer Engagement &#038; How to Improve It"},"content":{"rendered":"<p>I work with a lot of SaaS teams, and one question pops up constantly: how do you keep customers engaged across all the different channels they use? It\u2019s a big deal, not just for <a href=\"https:\/\/userpilot.com\/blog\/saas-customer-success-guide\/\">customer success but<\/a> for <a href=\"https:\/\/userpilot.com\/role\/product-management\" target=\"_blank\" rel=\"noopener noreferrer\">product management<\/a> too. If your messaging and experiences feel scattered, you\u2019ll lose trust fast.<\/p>\n<p data-block-id=\"549pj\">That\u2019s why you need to invest your time in omnichannel customer engagement. Let\u2019s break down what it means, why it\u2019s worth your time, and how to build a strategy that keeps customers happy and loyal, wherever they are.<\/p>\n<h2 id=\"87sgn\" data-block-id=\"87sgn\"><strong>What is omnichannel customer engagement?<\/strong><\/h2>\n<p data-block-id=\"3thsa\">At its core, omnichannel customer engagement is about keeping everything connected. It means your <a href=\"https:\/\/userpilot.com\/blog\/saas-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">customers get a seamless experience<\/a>, whether they\u2019re browsing your website, using your app, reading an email, or chatting on social media.<\/p>\n<p data-block-id=\"bbm3k\">I like to think of it as <a href=\"https:\/\/userpilot.com\/blog\/software-user-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\">guiding customers<\/a> through their entire journey without ever making them feel like they\u2019ve stepped into a different brand space. It\u2019s one smooth experience for the users, no matter the channel.<\/p>\n<h2 id=\"9sp3o\" data-block-id=\"9sp3o\"><strong>Why is an omnichannel customer engagement strategy important?<\/strong><\/h2>\n<p data-block-id=\"2mdjm\">I\u2019ve seen firsthand how messy it can get when customer interactions are scattered across different channels. You end up with disconnected conversations, <a href=\"https:\/\/userpilot.com\/blog\/user-frustration\/\" target=\"_blank\" rel=\"noopener noreferrer\">frustrated customers<\/a>, and a team constantly scrambling to patch things together.<\/p>\n<p data-block-id=\"7bngq\">A <a href=\"https:\/\/userpilot.com\/blog\/pitt\/turning-new-users-into-advocates\/\" target=\"_blank\" rel=\"noopener noreferrer\">strong omnichannel strategy<\/a> fixes that. It pulls all your multiple touchpoints into one smooth flow, and that pays off in big ways:<\/p>\n<ul>\n<li><strong>You can truly personalize the experience: <\/strong>By integrating data from every channel, you get valuable insights into what customers do, like, and need. That makes it easy to tailor messages and offers so they actually land, and creates a much more <a href=\"https:\/\/userpilot.com\/blog\/how-to-improve-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">engaging customer experience<\/a>.<\/li>\n<li><strong>You meet (and often exceed) customer expectations: <\/strong>Let\u2019s be honest, customers today expect to complete tasks or get help in just a few clicks, no matter where they start. A successful omnichannel strategy means they never feel like they\u2019re starting over, which goes a long way towards <a href=\"https:\/\/userpilot.com\/blog\/customer-loyalty\/\" target=\"_blank\" rel=\"noopener noreferrer\">fostering loyalty<\/a>.<\/li>\n<li><strong>You make it easy to stick around: <\/strong>People stay loyal to brands that let them move seamlessly between channels on their own terms. Whether it\u2019s live chat, an email follow-up, or <a href=\"https:\/\/userpilot.com\/blog\/in-app-help\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app help<\/a>, that effortless feel keeps them coming back.<\/li>\n<li><strong>You drive increased customer retention: <\/strong>Customers notice when you\u2019ve put in the work to create a smooth journey. That thoughtfulness builds stronger relationships, turns them into loyal customers, and helps keep churn low.<\/li>\n<\/ul>\n<h2 id=\"dug77\" data-block-id=\"dug77\"><strong>The challenges of building an omnichannel customer engagement strategy<\/strong><\/h2>\n<p data-block-id=\"6luai\">Even with all its clear upsides, I see a lot of SaaS teams struggle to improve their <a href=\"https:\/\/userpilot.com\/blog\/customer-engagement\/\">customer engagement<\/a> across multiple platforms. Despite your best plans, there are a few common roadblocks that can break the <a href=\"https:\/\/userpilot.com\/blog\/how-to-analyze-the-customer-journey\/\" target=\"_blank\" rel=\"noopener noreferrer\">flow of the customer journey<\/a> and slow you down.<\/p>\n<h3 id=\"5sv1l\" data-block-id=\"5sv1l\">Unifying customer data without creating data silos<\/h3>\n<p data-block-id=\"55hv6\">In my experience, this is usually the biggest headache. Many businesses struggle because each team (customer service, marketing, or sales) holds onto a bunch of CRM data, records, or <a href=\"https:\/\/userpilot.com\/blog\/customer-insights\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer insights<\/a>. That means data from one team often isn\u2019t fully accessible to the others.<\/p>\n<p data-block-id=\"9b8g4\">These silos make data management a nightmare and kill your ability to share insights or deliver a consistent experience. And merging everything into a single system isn\u2019t easy either. Between CRM platforms, <a href=\"https:\/\/userpilot.com\/blog\/user-analytics-tools\/\" target=\"_blank\" rel=\"noopener noreferrer\">analytics tools<\/a>, and communication channels (including your call center), you\u2019ll spend serious time and resources pulling it all together.<\/p>\n<h3 id=\"518ci\" data-block-id=\"518ci\"><strong>Facilitating effective communication<\/strong><\/h3>\n<p data-block-id=\"3s59h\">With so many ways to connect (from messaging apps to social feeds to your website), I\u2019ve seen just how tricky it can be to keep everything aligned. If you want to <a href=\"https:\/\/userpilot.com\/blog\/cross-platform-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\">stay present across multiple platforms<\/a>, you&#8217;ll need careful planning and a lot of coordination.<\/p>\n<p data-block-id=\"dd7tj\">Each channel often needs its own resources and speaks to a different audience. So when you decide to shift to a true omnichannel platform, you&#8217;ll have to invest in the right tech and make sure your team is properly trained.<\/p>\n<p data-block-id=\"cr084\">And if your conversations aren\u2019t aligned, customers will end up repeating themselves across different touchpoints with different reps. Trust me, that\u2019s guaranteed to <a href=\"https:\/\/userpilot.com\/blog\/frustrated-session\/\" target=\"_blank\" rel=\"noopener noreferrer\">frustrate customers<\/a>, hurt trust, and drive up <a href=\"https:\/\/userpilot.com\/blog\/customer-churn-rate\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer churn<\/a>.<\/p>\n<h3 id=\"10s1u\" data-block-id=\"10s1u\"><strong>Creating consistency across channels<\/strong><\/h3>\n<p data-block-id=\"8in2m\">Think about how customers feel: if they have a smooth, <a href=\"https:\/\/userpilot.com\/blog\/user-experience-interaction-guidelines\/\" target=\"_blank\" rel=\"noopener noreferrer\">helpful interaction<\/a> on your website, they\u2019ll expect the same on your social feeds. And they\u2019ll want that experience to line up with what happens in store, through online shopping, or even in <a href=\"https:\/\/userpilot.com\/blog\/userpilot-self-service-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">self-service options<\/a>.<\/p>\n<p data-block-id=\"7q9ec\">The challenge is making sure everything feels connected, like it\u2019s coming from one channel, even as you adapt to each platform\u2019s quirks. That\u2019s where I see teams stumble, and why customers sometimes get mixed signals that disrupt the <a href=\"https:\/\/userpilot.com\/blog\/customer-journey-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer journey<\/a>.<\/p>\n<h2 id=\"c9b35\" data-block-id=\"c9b35\"><strong>How to create an effective omnichannel customer engagement strategy?<\/strong><\/h2>\n<p data-block-id=\"sbpu\">So now that we\u2019ve covered the big wins and the usual roadblocks, let\u2019s talk about how to actually create an omnichannel approach that works. These are the six steps I think make the biggest difference:<\/p>\n<h3 id=\"dm8cu\" data-block-id=\"dm8cu\">Identify the preferred channels your customers use<\/h3>\n<p data-block-id=\"7947f\">One of the biggest mistakes I see is companies trying to be everywhere at once. You don\u2019t need to chase every channel. You just need to show up where your customers spend their time already. That\u2019s why figuring out their <a href=\"https:\/\/userpilot.com\/blog\/customer-acquisition-channels\/\" target=\"_blank\" rel=\"noopener noreferrer\">preferred channels<\/a> is so critical.<\/p>\n<p data-block-id=\"f4kip\">A great example is <a href=\"https:\/\/userpilot.com\/blog\/cledara-case-study\/\" target=\"_blank\" rel=\"noopener noreferrer\">Cledara, a SaaS company<\/a> that realized email alone just wasn\u2019t cutting it for them. They used Userpilot to deliver in-app messages instead, and the difference was huge:<\/p>\n<blockquote data-block-id=\"6fahu\"><p><em>\u201cWithin a week, we were able to register several dozen companies already saying they\u2019re interested in the new feature. With email, you\u2019d get the same number of responses within two months.\u201d<\/em><br \/>\n<em><strong>\u2014 Gerard Masnou, Head of Support and Operations at Cledara<\/strong><\/em><\/p><\/blockquote>\n<p data-block-id=\"c50ld\">That\u2019s the power of meeting customers where they are. Once you know where your customers <em>really <\/em>hang out, you can tweak your <a href=\"https:\/\/userpilot.com\/blog\/increase-user-engagement\/\" target=\"_blank\" rel=\"noopener noreferrer\">engagement efforts<\/a> and share more relevant content to match.<\/p>\n<h3 id=\"94b5r\" data-block-id=\"94b5r\"><strong>Map the customer journey to understand customer expectations better and optimize the experience<\/strong><\/h3>\n<p data-block-id=\"e6ug0\">These days, customers jump between channels without thinking twice. They move back and forth on your website, emails, live chat, and social feeds. So if you don\u2019t understand exactly <em>how <\/em>they&#8217;re making their way through this <a href=\"https:\/\/userpilot.com\/blog\/how-to-analyze-the-customer-journey\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer journey<\/a>, it\u2019s easy to lose them along the way.<\/p>\n<p data-block-id=\"a29j5\">That\u2019s where <a href=\"https:\/\/userpilot.com\/blog\/customer-journey-mapping-growth-hacks\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer journey mapping<\/a> becomes important. I find that it gives teams a clear picture of what customers want, what they expect at each touchpoint, and how to put together a truly consistent experience.<\/p>\n<p data-block-id=\"ah4bf\">Your goal is to make sure there are no awkward gaps as customers switch channels. Ask yourself:<\/p>\n<ul>\n<li>How well does each channel work on its own?<\/li>\n<li>How do these channels connect to guide customers forward?<\/li>\n<li>What ultimately convinces them to stick around?<\/li>\n<li>And how can you keep the <a href=\"https:\/\/userpilot.com\/blog\/customer-experience-best-practices\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer experience<\/a> smooth without disrupting it with clunky transitions?<\/li>\n<\/ul>\n<p data-block-id=\"73sr5\">If you get this part right, the rest of your customer engagement efforts become much more effective.<\/p>\n<h3 id=\"cbe8r\" data-block-id=\"cbe8r\"><strong>Create a marketing strategy across multiple channels<\/strong><\/h3>\n<p data-block-id=\"emkc9\">Once you know how customers progress through your pipeline, it\u2019s time to build a plan. A solid <a href=\"https:\/\/userpilot.com\/blog\/what-is-saas-marketing\/\" target=\"_blank\" rel=\"noopener noreferrer\">SaaS marketing strategy<\/a> should attract, nurture, and keep your leads engaged.<\/p>\n<p data-block-id=\"r0ot\">But not every tactic works on every channel. That&#8217;s why I always remind teams to match the message to the medium. So, for example, be more direct and actionable when <a href=\"https:\/\/userpilot.com\/blog\/in-app-guidance-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">guiding users in-app<\/a>, but lean on emails for deeper, educational content.<\/p>\n<p data-block-id=\"b331l\">And keep in mind: each channel comes with its own audience expectations.<\/p>\n<ul>\n<li>Long-form videos are perfect for YouTube.<\/li>\n<li>Quick hits work better on TikTok, Reels, or Shorts.<\/li>\n<li>Emails and blogs handle in-depth content, while Twitter (or X) is built for sharp, punchy takes.<\/li>\n<li>Visuals do great on Instagram and Facebook.<\/li>\n<\/ul>\n<p data-block-id=\"4vair\">This kind of playbook is how you connect with customers across multiple channels without losing your <a href=\"https:\/\/userpilot.com\/blog\/how-to-build-a-consistent-brand-experience-tips\/\" target=\"_blank\" rel=\"noopener noreferrer\">on-brand message<\/a>.<\/p>\n<h3 id=\"25smo\" data-block-id=\"25smo\"><strong>Ensure unified messaging and consistent customer experience across channels<\/strong><\/h3>\n<p data-block-id=\"dbt86\">Your tone might shift a bit from emails to social to in-app, but at the end of the day, it all needs to feel like one unified conversation. That\u2019s how you build trust and <a href=\"https:\/\/userpilot.com\/blog\/how-to-build-customer-loyalty\/\" target=\"_blank\" rel=\"noopener noreferrer\">keep customer loyalty strong<\/a>.<\/p>\n<p data-block-id=\"33m49\">I see too many teams treat each channel like its own island. Instead, go for <a href=\"https:\/\/userpilot.com\/blog\/messaging-strategies\/\" target=\"_blank\" rel=\"noopener noreferrer\">consistent messaging<\/a> that feels like it\u2019s coming from the same voice, even if you\u2019re not repeating the exact words. A strong omnichannel customer experience strategy connects your support teams, marketing, and product teams around a single, unified voice.<\/p>\n<p data-block-id=\"averi\">One of the best ways to do this is by delivering a <a href=\"https:\/\/userpilot.com\/blog\/personalized-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">personalized experience<\/a> across channels. For example, your email campaigns shouldn\u2019t live in a vacuum. They should reflect each <a href=\"https:\/\/userpilot.com\/blog\/app-user-behavior\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer\u2019s in-app behavior<\/a> and tie back to the overall customer experience you\u2019re creating.<\/p>\n<h3 id=\"57mu1\" data-block-id=\"57mu1\"><strong>Invest in your marketing team (and the right tools)<\/strong><\/h3>\n<p data-block-id=\"2r8um\">From what I\u2019ve seen, you can\u2019t build a strong omnichannel engagement strategy without two things: the right people and the right <a href=\"https:\/\/userpilot.com\/blog\/product-marketing-tools-for-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">marketing tools<\/a>.<\/p>\n<p data-block-id=\"c9usd\">A lot of tools look good on paper. But you want a stack that helps your team integrate, collect, and <a href=\"https:\/\/userpilot.com\/blog\/analyze-customer-data\/\" target=\"_blank\" rel=\"noopener noreferrer\">analyze data from all your customer interactions<\/a> (purchases, product use, feedback) in one place. You could even layer in artificial intelligence to spot patterns you might miss.<\/p>\n<p data-block-id=\"ebmkg\">At Userpilot, we\u2019ve built features that help teams capture and analyze deep insights. It then lets you use them to build <a href=\"https:\/\/userpilot.com\/blog\/contextual-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">personalized, contextual experiences<\/a> across web, mobile, and email. Exactly what you need to empower customers and keep the experience truly personal.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/creating-a-push-notification-for-an-ios-device-in-userpilot_b0774d3473c3580dd4015da939d99adf_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/creating-a-push-notification-for-an-ios-device-in-userpilot_b0774d3473c3580dd4015da939d99adf_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/creating-a-push-notification-for-an-ios-device-in-userpilot_b0774d3473c3580dd4015da939d99adf_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/creating-a-push-notification-for-an-ios-device-in-userpilot_b0774d3473c3580dd4015da939d99adf_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/creating-a-push-notification-for-an-ios-device-in-userpilot_b0774d3473c3580dd4015da939d99adf_800.jpg\" alt=\"userpilot push notification\" \/><\/picture><\/figure>\n<p>Reach users when relevant, even out-of-app, with Userpilot.<\/p>\n<p data-block-id=\"ab39l\">But of course, the best tools won\u2019t get you far without the right <a href=\"https:\/\/userpilot.com\/blog\/b2b-marketing-team-structure\/\" target=\"_blank\" rel=\"noopener noreferrer\">marketing team structure<\/a>. And SaaS companies in particular need to invest in digital marketing and retention strategies that help boost satisfaction and keep churn low.<\/p>\n<h3 id=\"35krm\" data-block-id=\"35krm\"><strong>Use an omnichannel customer engagement platform<\/strong><\/h3>\n<p data-block-id=\"77bu7\">If there\u2019s one tool that truly holds everything together, it\u2019s an omnichannel customer engagement platform. It bridges the gap between your customers and your <a href=\"https:\/\/userpilot.com\/blog\/resources-for-customer-service-representative\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service representatives<\/a>, and honestly, I think it&#8217;s the backbone of most successful teams.<\/p>\n<p data-block-id=\"fr617\">With the right platform, you can easily collect and store data from every touchpoint, turn it into <a href=\"https:\/\/userpilot.com\/blog\/customer-analytics-insights\/\" target=\"_blank\" rel=\"noopener noreferrer\">meaningful customer insights<\/a>, and apply those to each unique customer journey. It&#8217;s also great for continuous improvement, so you\u2019re always refining how you engage and support customers.<\/p>\n<p data-block-id=\"f53h0\">Let&#8217;s get specific, though. How exactly do you make this happen? Here&#8217;s how:<\/p>\n<h2 id=\"1u0ht\" data-block-id=\"1u0ht\"><strong>How a customer engagement platform can help you create a seamless experience<\/strong><\/h2>\n<p data-block-id=\"5mk6k\">I\u2019ve worked with enough teams to know that pulling off a truly seamless customer experience is tough without the right platform. Here\u2019s how Userpilot makes it easier:<\/p>\n<h3 id=\"o1rk\" data-block-id=\"o1rk\"><strong>Trigger email campaigns based on real-time customer behavior<\/strong><\/h3>\n<p data-block-id=\"mjb2\">One of my favorite things about Userpilot is that you no longer need to rely on complex integrations or third-party systems to send emails. It\u2019s all built right in.<\/p>\n<p data-block-id=\"6imos\">Now, you can set up email campaigns directly inside Userpilot, so that they&#8217;re triggered by real-time <a href=\"https:\/\/userpilot.com\/blog\/user-behavior-analytics-use-cases\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer behavior<\/a>. Whether it\u2019s a user completing a key feature, dropping off at a certain step, or sending in <a href=\"https:\/\/userpilot.com\/blog\/customer-requests\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer queries<\/a>, you can reach out instantly with the right message.<\/p>\n<p data-block-id=\"agde9\">It\u2019s a simple way to deliver more proactive service, keep customers engaged, and <a href=\"https:\/\/userpilot.com\/blog\/customer-satisfaction\/\" target=\"_blank\" rel=\"noopener noreferrer\">boost overall customer satisfaction<\/a>, without any extra tools or delays.<\/p>\n<figure id=\"attachment_350536\" aria-describedby=\"caption-attachment-350536\" style=\"width: 800px\" class=\"wp-caption alignnone\"><a href=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/09\/trigger-emails-by-behavioral-data_bcee0ed34c8e6092206f07c4964452ed_800.png\"><img decoding=\"async\" class=\"wp-image-350536 size-full\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/09\/trigger-emails-by-behavioral-data_bcee0ed34c8e6092206f07c4964452ed_800.png\" alt=\"Set up real-time email triggers in Userpilot.\" width=\"800\" height=\"689\" srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/09\/trigger-emails-by-behavioral-data_bcee0ed34c8e6092206f07c4964452ed_800.png 800w, https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/09\/trigger-emails-by-behavioral-data_bcee0ed34c8e6092206f07c4964452ed_800-450x388.png 450w, https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/09\/trigger-emails-by-behavioral-data_bcee0ed34c8e6092206f07c4964452ed_800-768x661.png 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/a><figcaption id=\"caption-attachment-350536\" class=\"wp-caption-text\">Set up real-time email triggers.<\/figcaption><\/figure>\n<p data-block-id=\"efj5d\">Something that teams tell me they love about Userpilot is how smoothly it handles <a href=\"https:\/\/userpilot.com\/blog\/direct-data-capture\/\" target=\"_blank\" rel=\"noopener noreferrer\">collecting data<\/a>. You can set just about <em>any <\/em>interaction as a trigger, whether it\u2019s with a flow, checklist, <a href=\"https:\/\/userpilot.com\/blog\/types-of-nps-surveys\/\" target=\"_blank\" rel=\"noopener noreferrer\">NPS survey<\/a>, form, or even a simple button click.<\/p>\n<p data-block-id=\"3hg79\">From there, you can send this <a href=\"https:\/\/userpilot.com\/blog\/customer-data-integration\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer data<\/a> wherever it needs to go, for the other tools in your stack. It&#8217;s simple and gives you great data insights, tightens up your omnichannel engagement, and makes sure nothing gets lost between platforms.<\/p>\n<h3 id=\"9u30j\" data-block-id=\"9u30j\"><strong>Use HubSpot data to set in-app experiences<\/strong><\/h3>\n<p data-block-id=\"3ipp6\">If you\u2019re already using HubSpot, you&#8217;ll like how seamlessly it works with Userpilot.<\/p>\n<p data-block-id=\"7pbvb\">You can pull in HubSpot data (from purchase history to <a href=\"https:\/\/userpilot.com\/blog\/user-activity-patterns\/\" target=\"_blank\" rel=\"noopener noreferrer\">engagement patterns<\/a>) and <a href=\"https:\/\/userpilot.com\/blog\/user-segmentation\/\" target=\"_blank\" rel=\"noopener noreferrer\">build custom segments<\/a> based on what users do inside your product. That means instead of just guessing at customer needs, you&#8217;re building in-app experiences around real user behavior.<\/p>\n<p data-block-id=\"fe9g4\">It also means you can easily set up <a href=\"https:\/\/userpilot.com\/blog\/contextual-email-automation-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">contextual Hubspot email campaigns<\/a> that tie directly to a user\u2019s in-app actions, and make your outreach far more relevant across the entire customer journey.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/userpilot-hubspot-integration-800png_c660b85547c23951221c406263aef73a_800.jpg 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/userpilot-hubspot-integration-800png_c660b85547c23951221c406263aef73a_800.jpg 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/userpilot-hubspot-integration-800png_c660b85547c23951221c406263aef73a_800.jpg\" alt=\"userpilot hubspot integration\" \/><\/picture><figcaption>Push data from Userpilot into HubSpot for omnichannel marketing strategies.<\/figcaption><\/figure>\n<h3 id=\"be7v4\" data-block-id=\"be7v4\"><strong>Collect customer data to build user segments and provide personalized experiences<\/strong><\/h3>\n<p data-block-id=\"3rs2\"><a href=\"https:\/\/userpilot.com\/blog\/welcome-survey\/\" target=\"_blank\" rel=\"noopener noreferrer\">Welcome surveys<\/a> in Userpilot are a simple but powerful way to gather customer feedback right from the start. They help you figure out who your new users are, what brought them to your product, and what they\u2019re hoping to solve.<\/p>\n<p data-block-id=\"f4tn0\">This also helps you shape a clear <a href=\"https:\/\/userpilot.com\/blog\/user-persona-survey-template\/\" target=\"_blank\" rel=\"noopener noreferrer\">user persona<\/a> right from the start. With that insight, you can segment users effectively and deliver a personalized customer experience that feels spot-on from day one.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/userpilot-welcome-survey_25c81903487169605e69530d0abe76e6_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-welcome-survey_25c81903487169605e69530d0abe76e6_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/userpilot-welcome-survey_25c81903487169605e69530d0abe76e6_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-welcome-survey_25c81903487169605e69530d0abe76e6_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/userpilot-welcome-survey_25c81903487169605e69530d0abe76e6_800.png\" alt=\"Create welcome surveys with Userpilot and learn more about new users.\" \/><\/picture><figcaption>Create welcome surveys and learn more about new users.<\/figcaption><\/figure>\n<p data-block-id=\"fmq9a\">Welcome surveys can also give you a <em>ton <\/em>of valuable information for engaging with customers on different channels.<\/p>\n<h3 id=\"dk4sr\" data-block-id=\"dk4sr\"><strong>Use in-app surveys to learn what customers expect from your brand and optimize your omnichannel strategy accordingly<\/strong><\/h3>\n<p data-block-id=\"78kpg\">You&#8217;re not just limited to welcome surveys with Userpilot. The platform gives you a full library of <a href=\"https:\/\/userpilot.com\/blog\/in-app-surveys\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app survey templates<\/a> (from product research to customer satisfaction), so it\u2019s easy to <a href=\"https:\/\/userpilot.com\/blog\/collect-customer-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">collect the customer feedback<\/a> that matters most.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/surveys-userpilot-omnichannel-customer-engagement_fd96d3bd2b67c1b7e4645b1b045b0916.gif 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/surveys-userpilot-omnichannel-customer-engagement_fd96d3bd2b67c1b7e4645b1b045b0916.gif 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/surveys-userpilot-omnichannel-customer-engagement_fd96d3bd2b67c1b7e4645b1b045b0916.gif\" alt=\"userpilot survey library to use in omnichannel customer engagement\" \/><\/picture><figcaption>Pick a survey from <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>\u2019s library or build your own.<\/figcaption><\/figure>\n<p data-block-id=\"d5s5p\">You can pick a ready-made survey or build one from scratch, then trigger it at <a href=\"https:\/\/userpilot.com\/blog\/customer-journey-touchpoints-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">any customer touchpoint<\/a>. That way, you get to see how different segments react to <a href=\"https:\/\/userpilot.com\/blog\/new-feature-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">new features<\/a> or updates, and to learn what they like, dislike, or expect next.<\/p>\n<p data-block-id=\"2tb64\">Here&#8217;s what a user had to say about using Userpilot for this:<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/user-testimonial-userpilot_b40cee4b5afb66f6073054797bd58af8_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/user-testimonial-userpilot_b40cee4b5afb66f6073054797bd58af8_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/user-testimonial-userpilot_b40cee4b5afb66f6073054797bd58af8_800.png\" alt=\"User testimonial: Userpilot\u2019s in-app surveys.\" \/><\/picture><figcaption>User testimonial: In-app surveys.<\/figcaption><\/figure>\n<p data-block-id=\"3fv8f\">Insights like these help you fine-tune your product and create a more <a href=\"https:\/\/userpilot.com\/blog\/personalized-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">personalized customer experience<\/a> across channels. They also keep your customer communication sharp, so you\u2019re always in sync with what customers want.<\/p>\n<h2 id=\"e5t2o\" data-block-id=\"e5t2o\"><strong>Improve your omnichannel customer engagement strategy with Userpilot!<\/strong><\/h2>\n<p data-block-id=\"c6q1f\">If you want to keep customers engaged (and coming back), a strong omnichannel customer engagement strategy is how you <a href=\"https:\/\/userpilot.com\/blog\/customer-loyalty\/\" target=\"_blank\" rel=\"noopener noreferrer\">build customer loyalty<\/a> that sticks.<\/p>\n<p data-block-id=\"433gf\">And even though I might be biased, Userpilot is the tool for it. It helps you pull in real data, personalize experiences across every channel, and stay in sync with what your customers need. Want to see it in action? <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Book a Userpilot demo<\/a> and we\u2019ll walk you through it.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Learn about omnichannel customer engagement and effective strategies to implement. Enhance customer experiences, and boost loyalty and sales.<\/p>\n","protected":false},"author":65,"featured_media":281037,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[488],"tags":[332,5131,7161,7160,216,316],"class_list":["post-117492","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-user-engagement","tag-customer-engagement","tag-engagement-strategy","tag-omnichannel-customer-engagement","tag-omnichannel-engagement","tag-product-management","tag-user-engagement"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>What is Omnichannel Customer Engagement &amp; How to Improve It<\/title>\n<meta name=\"description\" content=\"Learn about omnichannel customer engagement and effective strategies to implement. 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