We believe that a good omnichannel strategy should be based around the idea of letting your customers choose to make their purchases at a time and place convenient for them. A successful omnichannel strategy will increase customer loyalty levels by ensuring the highest quality and the same level of service across all channels, both online and offline. IdoSell Shop omnichannel is cloud based. All data is coherent and available in one place, which translates to efficient order processing both from the seller's and customer's perspective.
Our cloud-based solution enables fast omnichannel implementation and does not require creating custom solutions. IdoSell Shop comes with all the necessary elements and features, resulting in a coherent ecosystem. Customer focus is always placed first. Customers can place orders online and pick the products from a brick-and-mortar store, use assigned discounts, return products or have a VAT invoice issued for an online order – all these scenarios, and more can be handled out of the box. Automatic data synchronization will protect you from accidental sales of product not currently in stock. All tools are available in the administration panel and you can start using them anytime, with a simple click of a mouse.
Omnichannel lets your customers can consciously choose a convenient sales channel. Thanks to free information flow between channels, customers are perfectly aware which products are available in which stores, both online and offline. Automatic stock level synchronization between your online store and a traditional channel of distribution is the key functionality, crucial for conducting effective sales in the omnichannel model. If you do not take care of keeping coherent stock levels, it may lead to a situation where you sell an unavailable product, sold earlier in a brick-and-mortar store. Thanks to a built-in multi-warehouse management system with IAI POS or IAI Bridge synchronization, in case of warehouses controlled by an external ERP system, stock levels will always be synchronized.
Correct order handling is equally important to making a sale in the omnichannel model. Customers aware of the fact that they can place an order online and then collect it personally in a brick-and-mortar store tend to trust the brand more. The same applies to returns and complaints. Creating more sales channels and making them more personal, creates more opportunities for customers to spend more.
No matter if sales are generated in an online or brick-and-mortar store, all customer and order data will be stored in the same administration panel. Such solution facilitates customer management and enables e.g. issuing invoices without the need to ask a customer for personal data each time.
Our cloud-based system can control stock levels and availability profiles for many warehouses. It provides information about which products are available in a given location, at what price and in what time. Update of stock levels, prices, as well as synchronization of order statuses, customer data and payments are possible even if you use an external ERP system. All you need to do is to use IAI Bridge and IAI Downloader applications, thanks to which you can integrate your online store with your ERP program. Thanks to updates and full synchronization you can avoid a situation where a customer buys an unavailable product.
Each product can have a defined minimal price which will be in effect both in online and brick-and-mortar store. It is a protection mechanism which helps to avoid a situation where a customer uses a large discount and purchases a product at an unprofitable price. While implementing an omnichannel strategy, online shops often expect a coherent discount and price policy, so that their customers will not search for the lowest prices and feel deceived in a situation, where brick-and mortar store has higher prices than the online store.
In order to increase sales levels and automate sales processes, you can channel brick-and-mortar customers to your online store with loyalty cards, as your offer in the Internet is available 24/7. By using loyalty cards, your customers can utilize their benefits both online and offline. Individual discounts, loyalty points and any other information will always be available, no matter the channel. Thus, naturally channeled customers feel that the offer is coherent – that is why loyalty cards constitute a tool which is very useful in omnichannel strategy.
Yet another way of customer activation in traditional stores and presenting your online store as an element building your brand image are gift cards. Gift cards are very popular in chain stores, because they often are a perfect gift. You can also offer them in your online store and thus use a ready-to-use IdoSell Shop omnichannel solution.
Omnichannel does not only facilitate and automate sales process, but thanks to enabling multiple sales channels it also eliminates bottlenecks in customer service. There are many scenarios in which omnichannel plays an important role by stimulating customer flow, as well as customer service. Below are a few real-life situations that portray omnichannel in practice.
A customers lacks knowledge about a product they are interested in. They visit your brick-and-mortar store where they spend 40 minutes, talking to your employees, at the same time getting to know you offer and prices. As a result, the purchase is postponed, as they have to process the received information.
'Situation is reversed – a customer educates himself while browsing your online store, which does not require your time, and visits your brick-and-mortar store to collect an order personally or to buy something specific.
A customer who purchased a product in your online store wants to return it. Unfortunately, delivery costs are high due to a product size. Preparation takes time and means buying a sticking tape, packing paper, bubble wrap and adjusting to the date and time of parcel pick-up set by the courier. Such situation may be overwhelming for a customer, who will take his frustration on an online store, which is not the cause of the problem.
Situation is reversed – a customer returns a product purchased online in a brick-and-mortar store, what has a positive influence on brand image and the quality of customer experience.
A customer is satisfied with your online store offer, often returns products, makes purchases and gathers loyalty points. While on holiday, a customer spots your brick-and-mortar store, visits it and wants to buy something using their loyalty points. Unfortunately, loyalty points are online only. The customer feels deceived, leaves your store and never comes back.
Situation is reversed – loyalty points can be used both online and offline, so the customer can use them both in your online and brick-and-mortar store. Omnichannel strategy increases sales, as it always presents the customer with a full offer.