If anything is clear about the e-commerce market is that it is growing fast and is moving in multiple channels.
In addition, there are more and more consumers and ways to sell online. However, there are some clear obstacles involved in selling multichannel that cannot be missed, especially with regard to inventory management and order.
Fortunately, there are order management systems (OMS). They are tools that keep everything under control and can make different administrations of multiple channels, warehouses and inventory levels a little easier to manage.
Why the move to multichannel?
Before we get into order management, we first have to ask, “What is influencing this move towards multichannel?”
Consumer behavior is the short answer.
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In the last 25 years, thanks to the ubiquity of the Internet, as consumers we have become accustomed to a more “à la carte” lifestyle. This has been applied to how we consume entertainment, how we receive our news and of course, how we buy.
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In addition, a recent PricewaterhouseCoopers study of consumer multichannel behavior found that 74% of US respondents purchase goods from the same retailer on more than one channel.
Think about that statistic for a second. Almost 3 out of 4 people buy from the same retailer from more than one channel. How many channels do you currently have?
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The implications for their acquisition and retention strategies are staggering.
Have you lost a repeat customer income simply because your items were not present when they were shopping at Amazon?
If you are present on Amazon, are you using your packaging to drive those buyers to the channel you own?
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The word multi-channel (sometimes referred to as omnichannel retail) traditionally means selling online and offline. Make no mistake, it still does, but these days multi-channel can be completed online since the number of sales channels out there is substantial and growing per month.
How do online businesses decide which channels and apps they should add in their domains?
Well, we recommend businesses to take a decision based on a mix between their personal preferences, known industry statistics and apps that are popular among their specific target audiences.
Traditional SMS is still alive and kicking, but texting, in general, is important. In fact, 78% of people who love texting wish they could regularly text businesses. As far as we know, the whole of humanity loves texting.
According to a Forrester study, “62% of business owners believe they will lose ground if they don’t adopt social customer service technology in customer service operations.”
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So, yes, that’s putting apps like FB Messenger (which has over 1 billion worldwide users) on the table, and let’s not forget Telegram (used by over 100 million people), for instance.
You might consider Viber and WeChat, which, together, have a user base of over 900 million.
Spoiler: No businesses implement these apps manually, these days. There are solutions that allow you to add multiple apps and channels at once, so you don’t have to be extra selective. Don’t worry, that’s why we made this article.
The idea is to piggyback on existing apps that your potential customers are already comfortable using. It saves you the need to ask your customers to download or add new apps and increases the chances of them initiating interactions. More interactions equal more sales. Point made.
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That’s why we recommend using our service overall because creates unique experiences through technologies that transform brands to grow their business and make people’s lives better than now.
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