Omnichannel : The Future Of E-commerce.

Omnichannel Definition:

Omnichannel which can also be pronounced as omni-channel is in simple words a multichannel approach that is used to provide customers with a seamless shopping experience, whether they are shopping form a physical store, by telephone, form a mobile device or by a desktop.

It means that there is a combination of promotion, communication, and distribution of channels on the back end.

Difference Between Omnichannel and Multichannel

Omni in omnichannel means all or every. Multi-in multichannel means more than one or many.

Omnichannel also suggests using more channels, but the difference between multi-channel and omni-channel goes beyond numbers.

Omnichannel which is a category of multichannel is built on multiple methods of promoting and distributing products, such as websites, mobile apps, physical stores, and customers can reach out with their problems or concerns through email, social media or by phone.

Omnichannel bypasses the operational tactics of multichannel into a business model that combines those channels and shares all the data between them, which then allows companies to do business the way they want without any complexions.

For example, if a customer starts to enquire about a product or service with the company through webchat and end the conversation and calls customer service instead, that information can be transferred to an agent. A company that has multichannel can entertain the customer on both channels but as they lack a back end system, the customer will have to enter all the information again using an automated system.

The trend in Omnichannel:

Customers are continuously switching between offline and online to find out and buy products or services. According to a study it has been found that digital experience has influenced every 50 cents of a dollar spent in a brick or mortar store.

The most important thing for having a seamless omnichannel experience is a modern supply chain or logistics system that can easily improve deliveries through websites, mobile apps, social media, and stores.

To get their companies will have to fill in the gaps between online and physical and manage products as one collective marketplace. They also require new technologies and new and fast delivery methods.

Chatbots is one of the best omnichannel practices which any company can start. These AI-based computer programs simulate human speech, can ask questions to the customers and can also respond to them in real-time. Chatbots are widely used to do tasks such as determining the mood of customer who is calling customer service and also for changing passwords.