Omnichannel eCommerce experience: ready for the big game?

As new technologies evolve, it builds new channels for shoppers. It is an opportunity to create a unique and more engaging shopping journey for customers. An omnichannel is a cross-channel content strategy that organizations use to improve their user experience that includes channels such as a physical store, eCommerce, mobile apps, and social media. Customers admire such abilities to connect with the company through multiple sources.

Does this term connect with your vision? It is essentials for a brand to provide a unique experience to its potential customers through a variety of channels.

1. Typical mistakes & flaws while shaping an omnichannel experience
2. The Fact about the real Omnichannel experience in eCommerce

Typical mistakes & flaws while shaping an omnichannel experience

Speed

In this technology-driven world, the omnichannel term automatically implies that you’re using a personalized approach to your customers without compromising. That means you are implementing chatbots, messengers, SMS, voice calls with your platforms, and they show a smooth performance. If you are marking your presence and show a willingness to help your customers using these mentioned tools, do this for real and not pretend. Otherwise, you are likely to lose customers before they find out how amazing your brand is. However, customers still complain about the slow shopping process.

That means,

• Certain web stores do not please their customers with the fast page load speed neither on desktop nor on Mobile. With the right analytics, it’s effortless to track a higher bounce rate and loss. However, such data usually doesn’t encourage merchants to optimize their stores.
• Lack of UX principles understanding also leads to such mentioned consequences.
• Long delivery time will no longer be tolerated unless your product is unique.
• Unable to quickly grab customer’s attention means a complete failure in giving omnichannel experience.

Metrics

Nowadays or probably has always been one of the weakest points of the omnichannel approach. The challenge is that it’s not easy to track the shopper’s activity through a customer journey in your omnichannel strategy. It’s not complicated at all to follow the customer’s journey if you use Google Analytics and such other tracking tools. However, it’s an entirely different scenario offline.

The worthiest option for a brand is to develop a PWA. It’s efficient and secure.

Undoubtedly, it is excellent for the brand to provide multiple touchpoints for the customer. However, don’t forget to set accurate KPI’s for all those channels you use. Another thing which is quite obvious that every merchant should maintain consistency between the channels. For instance, prices should be the same on every channel and so on

The Fact about the real Omnichannel experience in eCommerce

The implementation of a multi-channel experience for your customers required significant investments.

For instance, you are striving to provide an omnichannel experience in your eCommerce business. People love visiting your store, but you are unable to track their activity, frequency of purchases, and so on.

Consequently, you are losing a lot of essential details about your potential audience and would say some you are losing forever.

You just saw such words before: “the worthiest option for a brand is to develop a PWA (Progressive Web Application).

So, how you will build an omnichannel experience for your customers without a fast app?

PWA is the missing part of your omnichannel approach. If you are still not convenience, Let’s us give you some popular name, Starbucks, Uber, Forbes, Twitter, Pinterest, and so on have already realized how vital it is to provide customers seamless and speedy experience.

Let’s consider that you have an app now. So, what all the benefits you can expect?

• information like no. of visits by specific customers.
• a huge opportunity to not lose the customer because out of stock (as probably you can organize a next-day-delivery).
• Accurate insights to create loyalty programs and special offers as per the customer’s preferences.
• an excellent opportunity to increase customer LTV (Lifetime value)

Here’s how you can manage automation for your eCommerce business

To summarize, it may take significant time to create and implement a proper omnichannel strategy. Although it’s worth it and if you choose to not, you cannot escape. What we mean is that modern gen customers want a personalized approach, quick and smooth shopping experience. Like we experience when buying via Instagram (i.e., also, PWA in case you are wondering). Know that there are many buyer personas, and each of them has its specialties. Despite such variation, every customer adores when brands go beyond their expectations. As the competition is rough and brands experiment with their approaches creatively, they win.

1. Typical mistakes & flaws while shaping an omnichannel experience
2. The Fact about the real Omnichannel experience in eCommerce