Merchants have had to adapt to their customers’ new lifestyles and implement different channels to stay in contact with them: integrated sales and communication channels that are interconnected to each other and provide a top-level experience for the customer, which allows their purchase process to start in one channel and end in a different one. In other words, it is the ability to work with different channels in an integrated and synchronized manner. This process is known as omnichanneling.
Modern-day customers are hyperconnected, like to be informed, constantly interact with others, and seek new experiences. For those reasons, the omnichannel strategy is customer-centric and makes the customer the focus of the business’ efforts.
Some of the advantages that an omnichannel strategy can provide for merchants include:
So, what do merchants need to do to adopt this omnichannel approach?
In short, today’s customers are very well informed and more demanding, so they seek the businesses that offer them the most convenient channels, not only to satisfy their needs but also to be able to move from one channel to another when making repeat purchases based on their shopping experience. For example, a customer may have initially visited the store in person, but after experiencing it, they may now prefer to make the rest of their purchases electronically. This is why merchants must provide the best possible shopping experience in order to maintain a long-lasting relationship with their customers.
For more information on digital payment solutions, you may access evertecinc.com/en/merchant.
By: Brenda Agosto, Senior Public Relations Officer of Evertec