Due to the ever-evolving customer base, a customer’s next moves are sometimes completely unpredictable, as they are influenced by many factors such as technology and retail brands. Technology has an enormous impact and influence on customers; so much so that the average customer’s purchasing paths are no longer a straight line. Now, it is not at all unusual for the average customer to bounce around, both in online shopping and in person, therein using multiple channels during their buying process.
This is exactly where the emerging “Omnichannel Sales” comes in. Omnichannel is the idea of combining all available channels into one unified experience which ultimately benefits your customers. This extends to online experiences, traditional and digital channels, in-store, and point-of-sale. This means that every channel works together by building off of what the previous channel accomplished to persuade customers to purchase your company’s product. Two examples of omnichannel selling are:
· A customer receiving an SMS about a new promotion while a physical mailer is also waiting in their mailbox with coupons or an ad
· A customer being retargeted on Social Media based off of products sitting in their cart
Benefits of Omnichannel Sales:
Customers expect a unified experience from each and every company. It is becoming harder for companies to provide this experience as the touchpoints drastically increase on a daily basis. With omnichannel, companies are able to break the barriers between the different channels and allow for the interaction between customers in a more natural and beneficial way whether through a social media ad, an email, SMS text, or a mailer.
Increase in Sales and Traffic
With omnichannel, your company will be represented on a broader platform, which will increase traffic and ultimately, increase sales. It takes one interaction with an ad or a website and your company is now going to be targeted towards that prospective customer.
Increase Customer Loyalty
Using omnichannel sales creates an engaging brand story to your customers. An engaging brand story directly leads to less of a need for traditional marketing tricks like coupons and mid-sale campaigns. Companies with an engaging brand, as would be seen by using omnichannel, are also more likely to be recommended by customers to their friends and families.
Better Data Collection
With omnichannel, companies will also be able to track which channels have better success and enable you to create a more personalized experience for each customer. This new strategy will allow your company to gain influential insights on what content and offers are more engaging to your audience.
Omnichannel Sales is the best new strategy as it enables every channel to work together, thus creating a unified message and brand for your company. Infor SyteLine’s Customer and Vendor Portals improves how you do business and provides you with omnichannel strategies. All while giving your customers the ability to ship and make credit card purchases with the Infor SyteLine Portals’ Customer Portal. SyteLine’s Portals give them direct access to information about their order status, product and support information, and answers to their most common questions. With the recent update to Infor CloudSuite Portals, Customer Portal is updated so that it is now a full portal, offering your customers shopping and credit card purchasing features.