Shopping is no longer the mundane affair it once was. Today’s consumers can combine the ease of online retail with the charm of in-store interactions in order to enrich one’s experience. This should come as good news if you’ve already adopted a multi-channel sales model, but how do you keep your customers pleased regardless of how they interact with your brand?
A Holistic Approach
It’s one thing to sell via multiple channels, and another to provide a consistent shopping experience across them. That’s why you should consider going omnichannel — this is an approach for connecting your customer touch points into one seamless interface. This way, shoppers will be able to move among them without having to start all over.
It Begins With Your Website
All aspects of your online presence are valuable, but only your website provides a means to push leads down the conversion funnel. Moreover, it’s the only platform that gives you complete control over how your brand is presented. You therefore want to put it at the front and center of your strategy.
For stellar omnichannel performance, consider prioritizing elements such as:
-Navigation: Make it easy for people to find their way around.
-Search: Each segment of your site should should be returned for its relevant search term. This includes product details, specifications and available demos.
-Responsiveness: Your website should retain its form and functionality regardless of what device is used to access it.
Of course, you can’t go wrong by entrusting the optimization process to an experienced web design company.
Deploy a CRM
Without a doubt, customer relationships are the most demanding part of an omnichannel strategy. Managing them is already difficult enough without customers bouncing from one channel to the next. And that’s before you bring personalization into the picture.
Such headaches are best taken care of by deploying a CRM platform. On one hand, it will help you streamline customer engagement by unifying all your communications channels. It’ll also provide a central repository for your conversations, thereby paving way for better personalization.
As highlighted earlier, consumers are now used to hopping across channels within a single purchase journey. It is therefore important to establish a consistent presence across your front end. Everything from your POS system to social media accounts should carry a similar look and feel.
This can be easily achieved by having your platforms tethered to an aucmatica erp software. This’ll not only eliminate communication hurdles, but also ensure that they complement each other. In other words, it will become easier to win your customers’ trust and loyalty. It goes without saying that you’ll want to have the integration handled by an experienced Aucmatica Consultant.