With the advent of the internet, it is now possible to buy items from online retailers via computers to now the revolutionary smartphone. With 67% of Millennials and 56% of Gen Xers preferring to shop online rather than in-store, this phenomenon has created the need for companies to provide seamless omnichannel shopping experiences for customers. Hence, we’ll discuss how to create seamless omnichannel shopping experiences for your consumers.

Selling Both Online and Offline with POS Systems

By allowing customers to purchase online and offline at the same time is the basis of omnichannel. Not only can it increase sales, but it goes a long way in ensuring that the customer’s needs will be met. For instance, there are many platforms, such as Shopify, which already has an omnichannel POS system.  Such a program makes it possible to pay for an item whether inside a brick and mortar store or online.  POS systems also work great on mobile devices, such as Apple phones, which adds versatility.

With the right POS system integration, marketers can arrange deals and offers on any channel. For example, if a customer is shopping in a store and finds other items only available online, then the customer can purchase everything in a single order. POS systems that make mobile payments easy, as well as in-store or online.  A well-tuned integration of the POS system is the key to achieving customer satisfaction and customer experience. But wait, there’s more.

Maintain a Consistent, Omnichannel Brand Experience

Let’s say you already have all the channels integrated with your POS system. Now, we must look to UX and design.  Hence, an often-overlooked aspect when trying to create an omnichannel experience is maintaining a consistent brand experience. Too often retailers will have one specific style for their brick and mortar stores, while creating a far different appearance online. This can lead to a lot of confusion for customers, therefore deter buyers.  It’s vital that both the online store and the physical store have a cohesive feel and style. In addition, with the increase in social media platforms used as marketplaces, businesses must understand that their brand ideas should be reflected in their social media posts.

Have a Unified Inventory

Inventory management can make or break a business.  Customers are easily put off when items are out-of-stock on one channel, but available on another. By using inventory management tools to ensure that there’s a common view of the products which are in stock, businesses alleviate product inventory issues.  In order to create an omnichannel experience, inventory systems need to stay up-to-date with any product changes and this needs to be relayed in real-time, so that the consumer will be aware of any impending issues.

Customer Service Options

Only 1% of online shoppers feel that their needs are always met! To build successful omnichannel experiences, it is important that businesses expand their customer service by giving clients a variety of options to choose regardless of where the sales come from. This means that a company will need to have contact methods such as phone, email, standard mail, live chat, bot chat, and even online self-service.  In an omnichannel environment, customers are going to be switching channels inconsistently as they purchase items, and thus they will be expecting customer service to be available on all levels. It is also important that every customer service representative has access to the complete profile and purchases of the customer.

In Summary

There is no doubt that mobile has revolutionized the omnichannel shopping experience. However, even with many shoppers heading online to purchase their goods, it can still be valuable to maintain a brick-and-mortar store and at the same time create a fantastic omnichannel experience. Businesses need to take advantage of on-the-go POS systems so that payments are accepted anywhere. It is also vital that companies maintain a cohesive brand both in their physical stores and online, as this will help retain customers.

In addition, having a unified inventory with a tracking system will go a long way that there are no items that are out of stock.  Thus, customers will be made aware prior to placing the order. Furthermore, it is imperative that businesses have multiple channels in which customers can get in touch with customer representatives to have issues resolved. By keeping these tips in mind, you will help to create a seamless omnichannel shopping experience for your customers.

About the Author:

mitchMitch Pazanski is head of the art department at MightySkins, a vinyl skin company located in Florida. He helps design the drone wraps and Oculus VR skins offered by the company.

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