Before you start reading, we invite you to think as a customer:
Would you like to find the product you want when you go to look for it at the store, without waiting for it to be delivered there or having to search for it in the app to be able to buy it?
That is why the omnichannel strategy was born. It’s objective is to ensure that customers find your company’s products, whenever they are going to buy them and where they are looking for them. They live a unique and practical experience.
What is omnichannel?
It is to offer the customer a unified, high-quality experience that flows seamlessly between digital and physical contact channels to deliver a product or service.
In addition, these channels share information between them to know:
- Availability of products.
- Details of customer consumption habits.
Let’s look at an example to make it clearer:
- You buy something in the online store of the supermarket.
- The supermarket sends you what you ordered from the store closest to your home, to ensure delivery in a short time and with the best quality conditions.
Different channels interact in this process:
– Digital store or e-commerce
– Digital payment gateway
– Physical store
– Employee who receives and manages your order
– Home order dispatcher
Why an omnichannel strategy?
- Greater interaction between online and offline.
- Improve the customer’s shopping experience. This improves their satisfaction and perception of the service.
- Increased sales by improving your efficiency.
- Avoid stock breaks or supply problems at the point of sale.
The Teamcore methodology and its platform help you consolidate your omnichannel strategy so that your customers find your products when they want and in the way they prefer.
The omnichannel strategy depends on:
- Good technological integration.
- Deep knowledge about the business.
- Continuous monitoring and evaluation of the business and its environment.
Omnichannel: different from multichannel and crosschannel
It is common to confuse the omnichannel strategy with being multichannel or implementing a plan that proposes a multichannel action. We explain the differences:
It is when you have several channels available for sale and purchase, such as the website, the app and the points of sale.
However, these channels are not connected. They can even compete with each other.
Unlike the omnichannel strategy, in this case, each channel acts independently. They do not exchange information between them, nor do they serve as a bridge to facilitate processes or improve the customer experience.
It refers to something like “crossing channels”. Therefore, it is a strategy in which sales and purchase channels are mixed, but in a certain way controlled by the company, not according to customer needs.
Even this path is seen by many organizations as a strategy to improve sales, but it does not directly impact the customer service experience and satisfaction.
With Teamcore you can implement the omnichannel strategy in your business. This is how we help you to ensure that your products are always available at the point of sale. In addition, we connect your digital and physical sales channels, so that your customers enjoy better shopping experiences.
How do we do it? We transform data into action! We work as a team for common goals that allow us to grow and evolve.