The last ten years have really been the rise of eCommerce. learn About the Omnichannel eCommerce Trends You Need to Know to create the best ecommerce store experience.
After 2005, the technology took off; the Internet became fast, everyone owned a mobile device and gained trust in online shopping. This evolution has shifted most shoppers from offline to online in several categories.
However, after the pandemic, now both the worlds have converged. Offline and online shopping holds a fair share in the retail market. This is increasing pressure on retailers to be present wherever their potential customers are.
In this omnichannel world, it is critical to give customers when they want, how they want, and where they want it.
Thus, companies are developing innovative business practices and strategies to offer convenient, predictive, and cost-effective product and service deliveries.
An effective omnichannel strategy in marketing, selling, and serving customers will create a wholesome and cohesive customer experience across all channels.
In this blog, we’ll learn everything about omnichannel eCommerce, its benefits, and how to empower eCommerce for more sales and profits with omnichannel.
What is omnichannel eCommerce?
Omnichannel eCommerce is an eCommerce customer engagement approach in which eCommerce brands use multiple channels to give access to their customers on their products/services.
Through omnichannel commerce platforms, instead of only offering their products in-store or website, eCommerce businesses provide sales and support through other digital channels such as email, phone, live chat, and social media platforms for a unified experience.
By following the omnichannel trends, eCommerce businesses can,
Reach the digital shoppers through online selling
Reach the traditional shoppers through physical stores
Offer an integrated experience through online and offline presence.
Adopting an omnichannel commerce platform, eCommerce retailers offer a seamless shopping experience for customers shopping online from homes and stepping into the brick and mortar store.
Benefits of omnichannel commerce platform
Creating multiple touch points with the omnichannel trends allows eCommerce businesses to reach their customers over various channels.
The communication between the businesses and customers is simple and more straightforward. The team and products are just a click away in an omnichannel shopping platform.
More than 63% of shoppers say they buy products after researching.
When your products are available on multiple platforms, shoppers become more aware and familiar with them. This omnichannel trend makes it easy to purchase.
And also, by positioning products on multiple platforms, customers can easily reach you repeatedly for repeat purchases, renewal, and queries, increasing sales and profits.
Better Customer Satisfaction
When customers feel closer to businesses, they stay loyal for years. And when the customers believe that they are heard, they keep returning.
Through the omnichannel shopping platform, customer service and sales teams are reached via different channels. This increases customer satisfaction.
How to empower eCommerce with omnichannel?
Direct 2 Customers
The US D2C eCommerce sales are expected to reach $151.20 Billion this year – i.e., a 17% spike in sales recorded in 2021.
Connecting directly with the customers with the omnichannel trend significantly impacts customer retention and loyalty. It also helps in raising the bottom line by,
Cutting down costs
Bringing customers and businesses together
The omnichannel commerce platform has created more spaces to reach customers, study their preferences and stay connected with them post-purchase.
eCommerce businesses must ensure that their omnichannel strategy meets all their customers’ expectations and requirements.
The three crucial direct to customers channels that eCommerce businesses need to focus on are,
Having an eCommerce website
A fully functional app
Connecting through social media
Social media is the place where you can reach your customers where they are. You can take your products straight to your potential customers.
With social networks having billions and billions of active users scrolling through feeds for hours, social commerce is the next big part of marketing.
It opens up opportunities for businesses to talk with their customers directly and build personal connections.
The total US social commerce sales in 2022 are expected to reach $45.74 Billion as more than half of the country’s shoppers make purchases via social media.
You or your customers don’t have to search for each other anymore. The retailer and customers are just a click, direct message, and comment away from each other.
This has opened up a world of possibilities to effectively target customers and build brand loyalty even for the new businesses.
BOPIS & BORIS
The eCommerce market is obsessed with competition from large retail giants. Thus to mark a differentiation, most eCommerce stores use Buy Online, Pick up In-Store (BOPIS) and Buy Online, Return In-Store (BORIS) options.
Buy Online, Pick up In-Store (BOPIS) allows customers to pick up their products ordered online from the store. This service delivers a truly omnichannel experience to the customers.
BOPIS is a cutting-edge strategy for attracting eCommerce customers as they enjoy the benefits of online shopping and get to shop from stores directly. Around 63% of customers use the shop online and pickup in-store service several times a year.
In Buy Online, Return In-Store (BORIS) service, customers can return the products they bought online straight to the store. This idea is a game-changer as 72% of online shoppers prefer to buy more when the return process is simple and accessible.
The other significant advantages of BOPIS and BORIS are,
Functional, fast, and efficient customer service
Minimized transportation costs
Boosted in-store footfall and increased cross-selling
Quicker and cheaper returns processes
Flexibility and 100% omnichannel experience
AI in Omnichannel Shopping Platform
Today AI is a glamorous option for all eCommerce business owners to improve customer experience and conversion rates. It also helps in streamlining the business run for better efficiency.
Omnichannel commerce platforms and AI are a deadly combo reaping significant benefits for eCommerce businesses.
Target-focused marketing and advertising campaigns
Accelerated customer retention
Increased efficiency in sales processes
From 2020 to 2027, AI is expected to grow by 33.2% yearly. AI-powered personalized search and product experiences increase customer loyalty and leverage eCommerce businesses to new heights.
Other than this, AI Applications in eCommerce help in,
Retargeting potential customers
Improving efficiency in sales processes
Creating personalized channels across multiple devices
Offering personal touch via AI chatbots
Aiding with advanced virtual assistants
Empowering store employees with updated product & inventory information
Enhancing customer service
Accurate forecasting of sales and demand
To survive in the market and deliver the best possible shopping experience, artificial intelligence and machine learning are what you will need soon.
Furthermore, Augmented Reality (AR) and virtual reality (VR) are your trump cards to increase buyer confidence.
71% Of shoppers state that they shall buy more often if augmented reality is used. Also, 61% say that they prefer online retail offering AR experiences.
The future of retail is not online or offline only. It will be a pure merge of online and offline channels. Every digital and physical touchpoint can make or break a sale. Thus, eCommerce businesses need to set sail to make their brand successful by building a solid omnichannel strategy.
Selling directly to its customers using all the touch points available and combining different channels is the key to the future of eCommerce marketing.
To understand user experience better and tailor personalized experiences for every customer who visits your site, talk to our experts today!