“A true Omnichannel solution recognizes a customer when they start the engagement, greet them with their name and carry out a conversation using what they know about the customer –past behavior, purchases, and preferences.”
That is undoubtedly what a true Omni channel is all about, customer centric ecommerce business. This implies that the customer can switch channels while shopping without restrictions of pre-defined menus or limited by strict adherence to rules. Customers want a seamless experience and are awed by the personalized experience that an Omni channel solution is able to offer.
Automation today allows sellers to offer highly sophisticated solutions whether it is with the use of Machine Learning or Artificial Intelligence, and with the use of algorithms they are well equipped to offer a great and wholesome shopping experience. Today shoppers have more expectations and sellers can use customer data to maintain context throughout the customer’s journey so that they don’t have to repeat themselves as they switch channels.
What makes a true Omni channel solution?
As mentioned earlier automation is the order of the day and the availability of AI has made it easy to understand and predict customer behavior through natural language processing and automated speech recognition. The sophistication of these systems is such that they recognize a customer’s voice despite any background noise and is receptive to complicated prompts. A customer feels elated when he gets personal attention and it is dialog management technology that helps to establish a dialogue based interaction over voice and digital channels, thus giving the feel of a human response which is very much individual to a customer. This helps to provide a very authentic and true Omni channel solution.
A few things to remember are:
- It has been researched and established that a well stocked inventory and the option to shop online and pick up in store increases sales by 30-40% and the customer is happy hence the business acquires a loyal customer.
- A true Omni channel solution also lies in giving the shopper the best shopping experience through managing your stocks intelligently via automation and by exceeding a customer’s expectations.
- This can also be achieved through flexible delivery options thus increasing your sales through efficient management.
- In any business it is imperative to remain in competition and this can be achieved by growing your sales through smart management of true Omni channel solutions. This will generate higher revenues helping you to be prominent on the scene.
- Providing flexible fulfillment options is yet another tenet of a true Omni channel solution and with all these you can succeed in your e commerce business.