How Omnichannel Can Be An Emerging Retail Necessity For eCommerce?

February 29, 2016 Written By Hemant Parmar

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We all understand that recent technological advances have changed the customer behavior. Today, most customers are now dealing with Omnichannel experience which is also daunting for many retailers, perhaps created a tough competition in the market for them. Customer experience is everything, today known as Omnichannel. When customers look for some sort of service, then they expect everything in a whole.

Unlike traditional multiple channel retailing, omnichannel retailer process is a seamless approach to meet the customer expectation according to their selected shopping channels. This means, customers are using their hands on every available multiple channels and therefore, as a retailer, you need to be prepared to ensure that your business is meeting their expectations and that is what every customer is expecting.

Omnichannel Influence on Customer

Earlier sale approach is linked to a defined sales funnel, gradually, the multi channel approach to sale across different channels has provided the customers with easy shopping unlike traditional brick and mortar.

Study from Aberdeen Group says that customers shop around different channels and do not hesitate to work with new devices. Through omnichannel, customers place an order through their desktop, track order status through mobile and ask for support from mobile. This is what has experienced high customer retention rates. Nowadays, smartphones have become an essential part of doing any research. This has become a shopping assistant for the shoppers.

How Business Can Use It?

Consumers approach different ways to shop online, so retailers prepare themselves upfront to cater their needs. Therefore, it is important for the retailers to understand how they can communicate with their customers. Retailers are adopting business intelligence to provide seamless experience to the customers across the various multiple channels.

The retailers can work on their business plan to strategically creates customer quality services by providing good customer supports, detailed and precise information and given personalized service. The omnichannel strategy has made the customer centric management cycle.

Even serving an omnichannel experience is not enough as the retailers should also think about the seamless performance of every multiple channels. Suppose a customer add some products to cart on desktop, then tries to make payment via. mobile but could not find the supported payment option. This leads to loss of a customer. Retailers must ensure that the connectivity across all multiple channels should be streamlined.

Strategies To Look For

  • Look Customer Wants- Every customer has different choices and therefore it is important that retailers should take care of their customer demands. If their preferred item remains out of stock for longer, then this may frustrate them. Therefore, it is important to look what products they want and how soon you can deliver them.

  • Transaction On All Channels- In US, most customers place an order online and go for store pickup. This means, retailers have to make sure to offer hassle free service across all channels, thereby improving customer demands.

  • Customer Interaction- When customer seeks for any support service then they want quick solution of their problems rather repeated calling customer support.

Omnichannel is all about providing what a customer wants, including all services of buying, selling, support etc. If you offer superior customer service then this may dramatically improve your company presence online. Today, retailers have implemented omnichannel strategy to focus on their customer demands and serve them.

If you still can’t figure out how to start with Omnichannel, then contact our eCommerce Consultant.

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