Omnichannel ecommerce refers to the practice of providing a seamless, integrated shopping experience to customers across all channels and touchpoints. Learn how to effectively leverage omnichannel ecommerce to boost your bottom line by using the following strategies.
- Leverage Omnichannel ecommerce
Omnichannel sales allow you to reach more customers. An individual can visit your site and make purchases in their preferred manner. What you must offer across all channels is brand consistency and an understanding of the customer journey. Between the many touchpoints, your messaging, tone, style, and visuals should be uniform.
With omnichannel ecommerce, customers interact with your brand via various mediums, including:
- In-store
- Online
- Mobile
- Chatbots
- QR codes
By leveraging social media, you can share knowledge with potential customers via various social platforms while promoting sales. With SMS, you can promote your business with text messages.
- Develop a Comprehensive Strategy
Successful omnichannel ecommerce requires a comprehensive strategy. By focusing on the entire customer experience rather than individual experiences, omnichannel ecommerce offers a holistic approach.
Keep in mind that the omnichannel experience differs from the multichannel experience. With the latter, products are sold on various channels but there is no interconnection. These shopping options remain separate. An omnichannel strategy increases customer retention across touchpoints.
An omnichannel strategy permits you to understand how your customers interact with every channel. With that knowledge, you can use customers’ data to personalize their experiences. While customer service is always a prime consideration, that is especially true with omnichannel ecommerce. Customers must have an integrated and cohesive experience across all touchpoints no matter the communication channel. Prioritizing customer service allows you and your team to take a comprehensive look at customer interactions so you can respond more effectively going forward.
Based on your sales, you can prioritize the top channels for your customers. No matter the channel, your marketing messages remain consistent.
- Invest in a Robust Ecommerce Platform
No matter what type of device they use, customers should prove able to access your store quickly and smoothly. Spending money on a robust ecommerce platform tying your channels together is a critical tech investment for your business.
The right platform provides the data necessary to track customers. Such metrics include:
- Marketing email engagements
- Social media conversion
- Mobile sales vs. other devices
- Top website pages
- Implement a CRM System
Your Customer Relationship Management software manages and tracks every aspect of your ecommerce business. These cloud-based systems allow you to keep every detail about your customers readily available, from the instant they become a prospect until there is a conversion.
Remember that many traditional CRM systems are not omnichannel. An omnichannel system provides a more unified customer experience. All customer service interactions are handled seamlessly on one platform, which also reduces the training needed for customer service representatives as it is no longer necessary to switch between systems.
Here’s a typical example of seamlessness: a customer service experience may begin with a chatbot. If AI cannot resolve the customer’s issue, the person is automatically routed to an agent. There is no waiting for a customer service agent to get around to the customer’s problem. This occurs whether the customer contacted you via email, social media, chat, or the phone.
- Create a Mobile-Friendly Site
Consumers are increasingly relying on their mobile phones and apps for online shopping. The term for this type of ecommerce is mobile commerce or m-commerce, and it’s growing rapidly. As of late 2022, about one-third of U.S. consumers purchased items online via mobile phone each week. By 2024, approximately 43 percent of all ecommerce purchases will be made via mobile. While the 18 to 34-year-old demographic makes up the largest number of mobile shoppers, older shoppers are not that far behind.
A mobile-friendly site features larger text that is easily readable on a small screen. It provides the most critical information at once. Choose a web host that optimizes speed, the sine qua non of mobile commerce.
Your mobile pages differ from your desktop pages in that they are not only faster but more intuitive. Include sliders for consumers to view various products. Mobile users prefer a simple, one-page checkout.
Make sure customers can get back to the homepage easily in case they want to explore other areas of your store. An inability to gain fast access to the homepage can mean frustration and lost sales.
Reward Your Customers with Tandym
Tandym can help you effectively leverage your omnichannel ecommerce so you can reach your ecommerce goals. A Tandym-powered payment method rewards your customers for shopping at your store, whether they made their purchase online, via mobile, or in person.
Request a demo today!
Sources:
Square: Omnichannel Strategy: What It Is and How to Create One | Square (squareup.com)
Salesforce: A Beginner's Guide to CRM Systems - Salesforce EMEA
Statista: Mobile commerce in the United States - statistics & facts | Statista
Shopify: Understanding Mobile Commerce: 2022 Stats and Trends (shopify.com)
