Omni-Channel Design For A Unique E-Commerce Experience
Traffic is one of the leading digital marketing consultancy agency in the Middle East. Located in Dubai, UAE, we can work with you locally and globally, to help you and your company gain maximum reach.
If you have problems keeping up with evolving e-commerce customer and client demands and find it difficult to achieve the margins from your direct-to-consumer (D2C) channels, you need to understand one thing. At the core of your problems may be Omni-Channel and with the experience and expertise Traffic has to offer, you can clearly define and implement Omni-Channel solutions.
Online Consumer Behavior Changes
In the last decade the way consumers search, interact, and shop online has changed dramatically. Ten years ago the whole internet was slower; AOL was relevant, and consumers had no high expectations of online shopping. As technology advanced, the internet connection got a lot faster and more accessible to users around the world. All the changes generated a new customer behavior which made us challenge the way a business must plan, design and execute a complete shopping experience in the digital world.
In our modern society, Omni-Channel consumers require complex digital products and experiences that allow them to research the products however and whenever they want, shop and have them delivered when, where and how they want.
The Omni-Channel Customer Service Experience
It is now expected from you to offer assistance from your organization in using a channel customers choose, whether it might be email, SMS/text, voice, website, social media or mobile. Most companies today are starting to provide services on all the channels available. But if the message is not sent at the right moment and in the right way, it will have no impact. This multi-channel service is much improved with an Omni-channel solution that integrates more channels to provide a clear and consistent customer experience.
Customers are one click away from information and price sensitivity can lead to uncertainty about their loyalty. That is why it is critical to offer a differentiated brand experience to keep an edge in a competitive market. Retailers struggle to provide a smooth brand experience given the advancements in digital devices. Businesses are hindered by contrasting systems and processes that lead to a lack of business flexibility. All factors need to be watched out for because they contribute to customer dissatisfaction and will reduce profitability.