The needs of customers are changing. They want an on-demand experience, where they view products and ask questions when it suits them, on a channel of their choice. They expect brand consistency and a shopping experience that is the same everywhere. Omnichannel eCommerce responds to this. It is a combination of targeted touchpoints and centralized channels. The information that the customer sees, connects everywhere; from webshop to mobile phone and from email to store. An omnichannel strategy is not about the product or service, but the customer.
Benefits of an omnichannel strategy:
Recognition ensures returning customers. Give the brand a face and provide a consistent look across multiple channels. Thanks to omnichannel eCommerce, the customer always has the same shopping experience everywhere.
Put customers first and let them choose the channel where they orient themselves, ask questions or order. Choose a seamless transition between online and offline and transform consumers into loyal customers.
Collect customer data through different channels and really get to know customers. Find out their wishes and needs and develop a personalized strategy that leads to a better shopping experience with a higher conversion rate.
Online affects offline - and vice versa. For example, omnichannel eCommerce allows the customer to order online and fit the product in the store. This offers various opportunities for up- and cross-selling, resulting in more conversion.
Something out of stock in the physical store? Let customers order it online from the store via an order kiosk. It is an extension of the store with which the customer can search for an article and read all associated product information. Products can be ordered in the desired color or size and can be paid immediately, put on account or delivered free of charge at home. Watch how Paardekooper does this.
Goossens placed several computers in the store on which the customer can configure a chair, sofa and boxspring. This is a handy option when not all variants (version, color, material) are present in the store. On these screens, the customer has the option to search, configure and or order products.
Hetzelfde idee als een bestelzuil of configuratiescherm: de QR-code. Koppel een QR-code aan producten en stuur klanten na het activeren van de code door naar het desbetreffende product op het online platform. Hier heeft de klant realtime inzicht in de verschillende uitvoeringen en varianten, inclusief de mogelijkheid om het product online te bestellen.
As a wholesaler and supplier of party supplies, Folat was looking for a solution with which customers could order products quickly. Customers can now scan the barcode with their mobile phone, walk through the range shown and fill their online shopping cart. This way, they can purchase products anytime, anywhere, even when they are at a trade fair or when they come by on location.
Goossens customers often start their search online. They orient themselves on a product and compare it in the webshop. But because the customer likes to try out the sofa, chair or boxspring first, the purchase takes place in the store. Goossens therefore on the webshop shows which stores have the products present in the showroom.
For a customer, the range of products can be overwhelming. The wishlist offers a solution to help the target group with selecting and finding products. Customers can create a wishlist online and take it to the store to see the products for real. Even products compiled with the configurator are on the whishlist.