Omnichannel applied to Ecommerce: Strategies, Experiences and Challenges

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The importance of offering your products through multiple channels has become a necessity. Today, there is a constant development of technology, which allows our potential customers to remain constantly connected, who are increasingly basing their purchasing decisions on the information they find about our businesses, products and/or services on the Internet.

These are consumers who have access to a wide range of technological devices such as computers, cell phones and/or tablets, who, in addition to visiting our physical stores, use other complementary digital tools to give us their vote of confidence.

These other digital tools refer, for example, to our online stores, presence in marketplaces also known as “digital supermarkets” and social networks. There they will look for information on brand references, recommended products, offers and specific details of the goods.

But before we continue, let's define the term omnichannel :

"It is the set of actions that integrates all communication truemoney database for contact with the customer, both physical and online, that seek to provide an excellent user experience at all points of service."

With this in mind, we must understand that we are facing an immense challenge, since applying omnichannel to our business means operating in an omnipresent manner, that is, being assertive enough to be at the right time, hour, place and circumstance where a purchase intention is generated.

In addition to choosing the appropriate in-person and virtual channels to deliver a favorable user experience and ensure quality service, whether, for example, through strategies that we implement in: our physical store, as is the well-known case of Starbucks , where we feel like we are in our own living room when we sit down to have a coffee; in our online store, just as Amazon does , providing its virtual users with a highly intuitive website, with great logistics and user-friendly technology; and on our social networks, where we can find great references, among them, the Oreo cookie brand , where its Facebook page is aimed at sharing recipes, games, and emotional messages.

So, how can you implement a good omnichannel selling strategy? Let 's see !

1. Be clear about your buyer persona : Put yourself in the customer's shoes!
We have discussed this point on more than one occasion, as we consider it vital for any type of strategy you prepare. Why? Having this information will allow you to know where your customers are, what time they are at, their behavior and purchase frequency, which channels they prefer to communicate with, which messages can be more successful, etc.