5 Omnichannel Marketing Tools to Improve Engagement

customer engagement

Written By: eyos Marketing | Last Updated: January 2023

The key to success in any marketing campaign is engagement. Create a campaign that engages with your target audience, and before long, you’ll start to see measurable results that deliver on ROI. 

There are plenty of different omnichannel marketing tools that you can use to improve engagement, ranging from live chat and messaging services to platforms designed to manage your content and customer relationships. 

Read on for an overview of the most engaging omnichannel marketing tools. 

Live Chat 

Businesses are now adopting live chat technology to fulfil several different tasks. Typically used to improve customer service, live chat is perfect for brands looking to optimise their omnichannel marketing. 

Live chat tools provide plenty of options to brands in a wide range of industries and are well-suited to B2B and B2C businesses. 

Marketers can use the live chat to instantly connect with individuals who view a site, sending out automated messages that power up engagement from the moment a potential customer visits their website. 

The entire customer journey can be optimised with the help of live chat services. Not only does live chat provide opportunities to start conversations with potential purchasers and loyal customers alike, it also equips brands with the capabilities to massively improve their customer service offering. 

Brands typically use live chat to speed up response times and give customers the information they need whenever they need it. And the automated nature of this omnichannel marketing tool means that companies don’t have to increase investment in customer support staffing to provide customers with this quick and efficient service. 

A Customer Relationship System (CRM)

To create a truly successful omnichannel marketing strategy, you need data. And lots of it. 

CRM systems are key to facilitating standout omnichannel marketing strategies, as they enable businesses to gather vast amounts of data through automated systems that won’t add to the workload of existing staff. 

CRM software gives marketers a world of new opportunities to learn about their customers, and create strategies designed specifically for them. 

The systems allow business owners to track almost everything, from initial interactions and interest in products to eventual purchases and feedback. Leads and relationships can then be carefully nurtured throughout the customer journey, which means better engagement and higher customer retention rates. 

A Content Management System (CMS)

Create compelling content that’s interesting, entertaining and ultimately sharable, and before long you’ll find your audience has grown significantly. But creating great content doesn’t always lead to a sustained uptick in engagement. 

To make sure your content leads to real results that continue to improve over time, you’ll need the help of a content management system. 

Businesses running omnichannel marketing strategies rely on content management systems to ensure that content is consistent across all channels, and that customers can always access the information they need – no matter how they choose to search for it. 

The use of a content management system also streamlines the processes involved in the creation and distribution of content, giving marketing teams more time to focus on their next big idea. 

If you want to make sure your content has an impact in terms of engagement, it’s always worth making use of a content marketing system. 


There’s no way to tell if a campaign engages a brand’s audience, unless we measure it. 

Quantitative metrics that can be tracked and measured through analytics are vital to the ongoing success of any marketing campaign. They’re particularly important for omnichannel strategies, where analysing the impact of different campaigns on a range of important metrics can prove enormously complex. 

Use analytics tools to establish what your starting point is. Then watch your metrics change as campaigns run to see results developing in real-time. As campaigns draw to a close, you’ll be able to use your chosen metrics to analyse how well your audience engaged with them. 

Analytics tools provide a real window into the decisions that customers are making, enabling marketers to gain a far deeper understanding of who their customers are, and what they’re looking for. And that’s the information you need to create highly compelling and engaging omnichannel campaigns in the future. 

Social Media Management

Run campaigns on social media to maximise interest and capture the attention of new demographics. Social media management tools go hand in hand with omnichannel marketing strategies, and they have the potential to dramatically improve engagement. 

Marketers often use social media management tools to track engagement with social campaigns. Doing so enables them to analyse the degree to which potential customers have engaged with published content, giving further insight into the important metrics that help a brand understand its customers. 

Smart social media management will also ensure the consistency of content across a brand’s social channels, leaving flexibility for adaptations according to the type of content being published and the particular demographics being targeted in different posts. 

Get Advice from eyos retail

Find out more about what omnichannel marketing could do for your brand. 

Eyos retail specialises in boosting customer loyalty and improving post-purchase engagement through digitised and personalised omnichannel customer experiences. 

Visit eyosretail.com to learn more. 

Additional Reading

What is Multichannel Retailing?

How to Convert Offline Customers to Online With Digital Receipts

How Digital Receipts Improve the Customer Retail Experience