You are already present on 5 sales channels — Facebook, Zalo, Email, Website, Shopee. But if customers have to retell the story 3 times, or you lose track of them when they switch channels, then that strategy is causing you to burn money and lose customer experience.

Multi-channel and Omnichannel in Marketing

In reality, most SMEs in Vietnam are operating according to the model Multi-channel (multi (channel) – where businesses are “present everywhere” but there is no connection between channels. Meanwhile, the new trend – Omnichannel (cross-channel) – is helping businesses reduce marketing costs by 20–30%, increase customer retention by 90%.

So what's the difference? And how to convert effectively?

Multi-channel: The "everywhere presence" trap that SMEs easily fall into

What is Multi-channel?

Multi-channel is a model where businesses use multiple different channels to communicate, market, and sell – for example: Facebook, Zalo, Email, Website, Shopee…

Central mindset: Channel-centric – focuses on being present in as many places as possible, but each channel operates independently.

Example Example:

• Facebook to run ads.
• Zalo to advise customers.
• Email to send product information.
• Excel to save customer lists.

• It sounds systematic, but in reality, no channel communicates with each other.

  Read more: Manage all social channels on one platform with GTG CRM

  3 Intangible Costs When Businesses Operate Multi-channel

  1. Waste of Time and Manpower p>

  According to a 2024 GTG Research survey, customer service representatives lose 15–25% of their time each day just switching between platforms like Facebook, Zalo, and Gmail.

  Each tab switch is an interruption – directly impacting response speed and customer experience.

  80% of customers expect a response within 1 hour, but only 25% of businesses achieve that (HubSpot, 2023).

  2. Advertising costs are doubled. Due to inconsistent data, the advertising system cannot identify existing customers → businesses have to pay a second time to re-reach the same person. According to Harvard Business Review, businesses with fragmented data systems spend an average of 23% more on advertising costs for the same result. 3. Fragmented Data – The Source of All Waste Marketing has its own Excel file, Sales stores customer information in Messenger, Customer Service takes notes in Zalo. No common CRM system → data cannot be measured, customer journey cannot be analyzed, and advertising cannot be optimized. Insight: In the age of AI and personalization, data fragmentation is the number one enemy of growth. Customers don't need you "everywhere" – they need you to understand them everywhere.

  Omnichannel – Thinking Around the Customer: The Core The Core of Sustainable Growth

  What is Omnichannel?

  Omnichannel (cross-channel) It's not just about being present on many channels, but about connecting all channels into a unified journey.

  Central mindset: Customer-centric –every touchpoint revolves around the customer, not the platform.

  In an Omnichannel system:

  • Customers send messages on Facebook → data is automatically saved to the CRM.
  • When they open an email or Clicking on the website updates the customer's profile.
  • Zalo staff, Customer Service, and Sales staff all see the same information → no need to ask the customer again.

  Economic and Strategic Benefits of Omnichannel

  Increased Lifetime Value (LTV)

  According to Deloitte, customers served across channels have a 90% higher loyalty rate, and average spending 30–40% higher compared to single-channel customers.

  Each experience A smooth experience is a "plus" in brand trust.

  Reduced Sales & Marketing Costs

  Centralized data allows businesses to:

  • Re-target more accurately → not pay for advertising on existing customers.
  • Automate customer care, Reduce personnel costs.
  • Analyze purchasing behavior to optimize campaigns.

  According to Gartner 2024, businesses that switch to Omnichannel can: Reduce advertising costs by 20–30% and operation, while increasing performance by 1.5 times.

  Deep personalization – increasing conversions many times

  Omnichannel helps you know where your customers are, what they've done, and what they need next.

  Example:

  • If a customer doesn't open the email, the system automatically sends a Zalo message.
  • If a customer abandons their shopping cart, the CRM sends a notification with a discount code.

  This experience increases conversion rate by 3–5 times compared to the model Traditional multi-channel.

  GTG CRM – An Omnichannel Platform for Vietnamese SMEs

  GTG CRM is specially designed for small and medium-sized enterprises, helps connect the entire customer journey: from advertising, messaging, email, to after-sales service.

  1. Unified Messaging – Unified Message Management Problem: Employees have to open multiple applications → slow response → lost leads. GTG CRM Solution: Concentrate messages from Facebook, Zalo, Gmail, Outlook, WhatsApp... into a single inbox. No need to switch tabs, no customers missed. Benefits: Response speed increased by 50%, chat conversion rate to orders increased significantly. Action Tip: Use the feature Auto Label to automatically tag leads by source (Facebook Ads, Zalo OA, Website Form…).

  2. 360° Customer Profile – A Comprehensive Data Picture

  GTG CRM automatically aggregates all interactions from multiple channels into a single profile:

  • Messages, emails, order history, advertising sources, interaction behavior.
  • Instant synchronization, ensuring data accuracy.

  Benefits:

  • Businesses control all customer assets, independent of employees.
  • Easy analysis of Lead Quality and optimization of advertising costs.

  3. Cross-Channel Automation – Don't Miss Any Opportunity

  GTG CRM allows to build automated multi-channel customer care scenarios, for example:

  • If the customer hasn't read the email → send a Zalo message.
  • If the customer hasn't returned in 30 days → send a promotional email.
  • If the customer responds positively → automatically assign a "potential" tag.

  Benefits: Reduces workload for the Sales & Customer Service team, while increasing repeat purchases and customer loyalty.

  End argument

  While Multi-channel only helps you reach customers, Omnichannel is the step forward in helping retain and nurture them long-term through a seamless, consistent experience across all channels.

  With GTG CRM, small and medium-sized enterprises in Vietnam do not need a complex technical team can easily transition to a true Omnichannel model —where data, messaging, email, advertising, and automation are unified in one platform best.

  GTG CRM – An intelligent Omnichannel platform that helps businesses save costs, increase conversions, and build sustainable customer relationships.

  • Multi-channel helps you reach customers.
  • Omnichannel helps you retain customers long-term.
  • GTG CRM is a solution that helps Vietnamese SMEs easily transition to Omnichannel without requiring a technical team.

  Experience GTG CRM today

  • Customer management, messaging, automation, and advertising Fox – All in one unified platform.