9th-Jan-2026 • Maxwel Odira • Omnichannel Payments
In today's digital age, consumers expect seamless and convenient payment experiences. This is especially true for small and medium enterprises (SMEs) in Kenya, where competition is fierce and customer satisfaction plays a critical role in business success.
One solution that is rapidly gaining traction among SMEs is omnichannel payments. Omnichannel payment systems allow businesses to accept payments from customers through various channels, including online platforms, mobile apps, social media, and in-store point-of-sale systems.
According to a recent report by Mastercard, over 50% of Kenyan consumers now prefer digital payment methods. This shift presents a significant opportunity for SMEs to adapt and expand their offerings to meet these changing consumer preferences.
Omnichannel payments offer numerous benefits for SMEs. First and foremost, they provide a seamless payment experience for customers, which can lead to increased customer satisfaction and loyalty.
Additionally, omnichannel payment systems can help reduce costs associated with traditional payment methods, such as cash handling and bank fees. They also offer improved security features, making them an attractive option for both businesses and consumers.
Some examples of omnichannel payment solutions include mobile wallets like M-Pesa, online payment gateways like Lipa Na MPESA, and card readers for in-store transactions.
By offering a variety of payment options, SMEs can cater to the preferences of their customers while also improving operational efficiency and reducing costs.
To embrace omnichannel payments, SMEs should first assess their current payment systems and identify areas for improvement. This may involve upgrading existing technology or implementing new solutions to provide a seamless payment experience across all channels.
Next, businesses should educate themselves and their staff about the benefits of omnichannel payments and how to effectively utilize these systems. This may include training on security best practices, customer service strategies, and integration with existing business management platforms.
As consumer preferences continue to evolve, the demand for omnichannel payment solutions is likely to grow. SMEs that are able to adapt and offer seamless, convenient payment experiences across multiple channels will be well-positioned to thrive in a competitive marketplace.
Investing in omnichannel payments may require an initial investment, but the long-term benefits - including increased customer satisfaction, reduced costs, and improved operational efficiency - make it a worthwhile endeavor for SMEs in Kenya and beyond.