A good business maximizes sales opportunities through multiple retail channels. A great business uses the same retail channels and integrates them for a seamless customer experience. This is what Omnichannel Commerce is all about. In this day and age of savvy and empowered consumers, multi-channel commerce is no longer enough to ensure good customer service. You need omnichannel strategies that offer holistic integration of all your customer touch points so that your business can have a diverse, fully functional, and cohesive spectrum of sales and marketing capabilities.
In more practical terms, Omnichannel Commerce creates an ideal sales environment in which consumers no longer have to go home from your brick and mortar store empty-handed, and then shop online or through your mobile app, only to discover that the product they are looking for is no longer available in any of your retail channels or is available only in a remote location. Sales representatives can easily locate products immediately and then create an order to transfer the desired item to a nearby store or even to the customer’s doorstep. Apart from creating an ideal sales environment, Omnichannel Commerce offers benefits such as:
- Integrated communication channels and cross-platform analytics. Multiple business touch points and channels of communication mean streams of information from all directions. Consolidating all these information is critical to understanding and meeting consumer needs. Cross platform analytics through integrated communication enables businesses to quantify and understand customer interactions, giving them the ability to provide better customer service.
- With an omnichannel approach, you get to meet customers right where they are, giving you a more customer-centric viewpoint of the business. This is beneficial in properly managing customer relationships and preventing information loss across multiple platforms and channels, thus increasing the quality of the service you are able to provide.
Author: The Knack Team
Short posts and insights shared by a group of Knack System’s SAP subject matter experts in the customer engagement, marketing, sales, commerce, and service space.