What is Omnichannel Ecommerce? 5 Things You Should Know

May 25th, 2024

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6 min read.

Did you know that Australians spent a record $62 billion online? And this eCommerce statistic is set to double.

If you're in the eCommerce world, you may have heard the phrase "omnichannel" being tossed around, but you don't understand it or how it can benefit your business. It's no secret that eCommerce is booming and only getting bigger yearly. But with so many different sales channels available, it can be hard to know which ones to focus on. Omnichannel commerce is the answer. Keep reading to find out precisely what an omnichannel system is and the 5 things you need to know about it.

What Is Omnichannel Commerce?

Omnichannel commerce is an approach to online selling that considers all of the touchpoints that a customer might use when interacting with a business. This could include a website, mobile app, brick-and-mortar store, call centre, or even social media.

The goal of omnichannel commerce is to provide a seamless, unified experience for the customer no matter how they choose to interact with the business. This means creating a consistent brand identity and message across all channels and making it easy for customers to purchase products or services no matter where they are.

5 Things You Should Know About Omnichannel Ecommerce

A few key things to keep in mind when implementing an omnichannel eCommerce strategy. They include:

1. All Channels Should Be Integrated

A customer's journey doesn't start and end with a purchase. It starts with awareness and continues through consideration and finally to loyalty. A business needs to be present at every stage of that journey to build a relationship with the customer. However, that relationship will only be as strong as the weakest link in the chain.

For a business to be successful, all channels need to be integrated. This means that a customer should be able to start their purchase on one channel (say, a website) and finish it on another (like a mobile app). All of your systems need to be able to talk to each other and share data.

Otherwise, you run the risk of losing customers at any stage of their journey. integrate all channels to build strong customer relationships and keep them coming back.

2. The Customer Should Always Come First

Too often, businesses focus on their convenience instead of the customers when they roll out an omnichannel strategy. This is a mistake. An omnichannel strategy should be designed with the customer in mind, not the business.

That means making it easy for the customer to find what they're looking for, no matter where they are or how they want to shop. For example, if a customer is browsing your website on their desktop and then wants to continue their shopping on their mobile phone, they should be able to do so quickly.

The same goes for if they're in your store and want to check online to see if you have a certain product in stock. By making the customer's seamless experience, you're more likely to create a loyal customer who will keep coming back, even if other options are available.

3. There Needs to Be a Single Source of Truth

With so many channels and data sources, it's important to have a single source of truth for your product and customer data. This will help ensure that everyone is working with the same information and that there are no discrepancies between channels.

A single source of truth can be difficult to maintain, but it's worth the effort to keep your data consistent and accurate. There are a few different ways to achieve this, such as using a data warehouse or using a central repository for all your data.

Whichever method you choose, make sure that everyone who needs access to the data can view and update it. By keeping your product and customer data in one place, you can avoid confusion and ensure that everyone is on the same page.

4. The Omnichannel Experience Should Be Personalized

Amazon is the perfect example of a company that provides a personalized experience. They know what you've purchased in the past and make recommendations based on your interests. They also offer custom pricing based on your location and purchase history. This level of personalization is not only convenient for customers, but it also encourages them to keep coming back.To provide a personalized eCommerce experience, you need to have a good understanding of your customer base. Collect data about your customer's preferences and use it to tailor the omnichannel experience.

Make sure that each touchpoint is relevant and useful for each customer. If you can do this, you'll be well on your way to providing a great customer experience.

5. You Need to Measure Success

Without a doubt, having a well-defined omnichannel strategy is essential for any business that wants to stay competitive. But it's not enough just to have a plan you also need to measure your progress to ensure that your strategy is taking you in the right direction. This is where KPIs come in.

By tracking metrics like customer satisfaction, conversion rate, and lifetime value, you can clearly see how your business is performing across channels and identify areas for improvement. With this data in hand, you can make the necessary adjustments to keep your omnichannel strategy on track and ensure long-term success.

Build Your Own Omnichannel System

As you can see, there many benefits to an omnichannel commerce system for your business. If you're looking for ways to improve or build your omnichannel system, managed eCommerce is a great option to consider.

These services can help improve security, increase efficiency, and provide cost-effective solutions for your business. So if you're ready to take your omnichannel commerce systems to the next level, contact a managed eCommerce provider today.

If you'd like to get started with managed services for e-commerce, get in touch with us now.

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