A seamless and personalized customer experience has become a top priority for businesses. Customers expect a consistent shopping journey across various touchpoints, whether they are browsing a website, shopping on a mobile app, or interacting with a brand on social media. Unified Commerce, made possible by the powerful eCommerce platform BigCommerce, offers a comprehensive solution to create a cohesive and enriched customer journey. In this blog, we will delve into how Unified Commerce enhances customer journeys, backed by facts and insights, the benefits of this approach, and the pivotal role played by BigCommerce in enabling unified commerce. Additionally, we will explore how eGlobe IT Solutions can further optimize your unified commerce strategy for maximum success.
Understanding Unified Commerce:
According to a study by Boston Retail Partners, 81% of retailers believe that a unified commerce platform is a top priority for their business.
Unified Commerce is an approach that integrates all sales channels and customer touchpoints into a centralized system. Unlike multi-channel retailing, which operates each channel independently, Unified Commerce aims to create a seamless shopping experience for customers, irrespective of the channels they prefer. By centralizing data and operations, businesses can deliver consistent service and personalized interactions throughout the customer journey.
Unified Commerce goes beyond simply offering multiple sales channels; it ensures that all channels work together cohesively, providing customers with a unified experience. Whether a customer starts their journey on a mobile app and completes the purchase on the website or vice versa, Unified Commerce ensures that the experience is seamless and consistent.
The Role of BigCommerce in Unified Commerce:
BigCommerce powers over 95,000 online stores across the globe, making it one of the leading eCommerce platforms.
Omni-Channel Selling: BigCommerce empowers businesses to sell across multiple channels effortlessly. Whether it’s an online store, mobile app, social media platform, or even a brick-and-mortar store, BigCommerce provides the tools and features to create a consistent brand experience. This seamless omni-channel approach leads to increased customer satisfaction and loyalty.
BigCommerce has pre-built integrations with popular marketplaces like Amazon, eBay, and Facebook, allowing businesses to expand their reach and sell on multiple platforms simultaneously. This eliminates the need for separate inventory management and order processing for each channel, streamlining operations and saving valuable time and resources.
Centralized Management: With BigCommerce, businesses can manage all sales channels from a single dashboard. Inventory management, order processing, and customer data are unified, streamlining operations and reducing the risk of errors. This centralized approach enables businesses to optimize their resources and deliver a more efficient customer experience.
The centralized management offered by BigCommerce enables businesses to have real-time visibility into inventory levels across all channels. This prevents stockouts and overstocking, ensuring that customers can find the products they want and receive them promptly. Additionally, real-time inventory sync ensures that customers are not disappointed with out-of-stock items, which can lead to a negative shopping experience.
Real-time Inventory Sync: BigCommerce ensures that inventory levels are automatically updated across all sales channels in real-time. This prevents stockouts and overselling, allowing customers to make confident purchase decisions. Real-time inventory sync also enhances the accuracy of order fulfillment, leading to improved customer satisfaction.
In addition to real-time inventory sync, BigCommerce also offers a robust order management system that allows businesses to efficiently process and fulfill orders from various channels. This level of efficiency ensures that customers receive their orders on time, leading to increased trust and loyalty towards the brand.
Data-Driven Insights: BigCommerce provides valuable data and analytics on customer behavior, preferences, and buying patterns. By harnessing this data, businesses can tailor marketing strategies, offer personalized product recommendations, and create targeted promotions, further enriching the customer journey.
BigCommerce’s reporting and analytics tools provide businesses with valuable insights into customer behavior and trends. This information allows businesses to understand their customers better, identify popular products, and adjust their marketing strategies accordingly. By leveraging data-driven insights, businesses can enhance their customer journeys and deliver more personalized experiences.
Enhancing Customer Journeys through Unified Commerce:
A study by Salesforce reveals that 75% of consumers expect a consistent experience across multiple channels, emphasizing the importance of unified commerce.
Consistency and Personalization: Unified Commerce ensures that customers experience the same level of service and personalized interactions regardless of the channel they choose. This consistency builds trust and brand loyalty, as customers feel recognized and valued throughout their journey.
Unified Commerce allows businesses to create a unified profile for each customer, combining data from all touchpoints. This means that whether a customer interacts with the brand via email, social media, or in-store, the business has a holistic view of their preferences and purchase history. With this information, businesses can deliver more relevant and personalized marketing messages, product recommendations, and promotions, enhancing the overall customer experience.
Seamless Experience: Unified Commerce eliminates the silos between different sales channels, creating a seamless shopping experience. Customers can easily switch between channels without any disruption, making their journey smoother and more enjoyable.
One of the primary pain points for customers is the lack of consistency when transitioning between channels. For example, a customer may add items to their cart on a mobile app but find that the cart is empty when they switch to the website. Unified Commerce addresses this issue by ensuring that customer data, including cart contents, browsing history, and wishlists, is synchronized across all channels. This synchronization not only enhances the customer experience but also reduces cart abandonment rates.
Improved Customer Service: With a centralized system, customer service teams have access to comprehensive customer data and order information. This allows them to provide faster and more informed assistance, resolving issues promptly and leaving customers satisfied.
Unified Commerce equips customer service representatives with a 360-degree view of each customer, enabling them to provide personalized and efficient support. Whether a customer contacts support via phone, email, or social media, representatives can access the customer’s order history, past interactions, and preferences, allowing for a more personalized and effective resolution of their queries.
Targeted Marketing: Unified Commerce allows businesses to segment their customer base effectively and deliver targeted marketing campaigns. Personalized promotions and recommendations based on customer preferences significantly increase the chances of conversion and repeat purchases.
By leveraging data from all sales channels, businesses can create more accurate customer segments and deliver targeted marketing campaigns. For instance, a fashion retailer can send tailored promotions to customers who have shown a preference for a particular brand or style, increasing the likelihood of converting those leads into sales. Targeted marketing not only drives revenue but also fosters a deeper connection between the customer and the brand.
Benefits of Unified Commerce and BigCommerce:
According to a report by Forrester, businesses that implement Unified Commerce strategies experience a 10% increase in average order value and a 12% increase in customer retention.
Increased Sales and Revenue: By offering a seamless customer journey, Unified Commerce with BigCommerce can lead to increased sales and revenue. Satisfied customers are more likely to complete their purchases and become repeat buyers, contributing to business growth.
Unified Commerce ensures that customers have a positive and consistent experience at every touchpoint, which in turn leads to higher customer satisfaction and increased sales. Additionally, the ability to offer personalized product recommendations and promotions based on customer data can drive impulse purchases and upsells, further boosting revenue.
Efficient Operations: Centralized management and real-time inventory sync reduce operational complexities and streamline processes. This efficiency translates into cost savings and improved resource allocation.
By eliminating the need for separate inventory and order management for each channel, businesses can optimize their resources and reduce overhead costs. Furthermore, the automation provided by Unified Commerce and BigCommerce minimizes manual tasks, allowing employees to focus on strategic initiatives and improving overall operational efficiency.
Enhanced Customer Loyalty: Consistent and personalized experiences foster stronger customer loyalty. Unified Commerce with BigCommerce enables businesses to build lasting relationships with their customers, increasing customer retention rates.
Customer loyalty is crucial for long-term business success, and Unified Commerce can significantly impact customer loyalty. When customers receive personalized recommendations, timely support, and a seamless shopping experience, they are more likely to return to the brand for future purchases. Moreover, satisfied customers often become brand advocates, spreading positive word-of-mouth and attracting new customers.
Conclusion:
Unified Commerce, made possible by the robust features of BigCommerce, is a game-changer for businesses seeking to enhance their customer journeys. Backed by facts and insights, we have seen how integrating all sales channels and touchpoints into a unified system can deliver a seamless and personalized shopping experience to customers. With consistent service, real-time inventory sync, and data-driven insights, Unified Commerce with BigCommerce leads to increased customer satisfaction, loyalty, and ultimately, business growth.
As you embark on your unified commerce journey, partnering with eGlobe IT Solutions can be the key to optimizing your strategy. eGlobe IT Solutions’ expertise in eCommerce technology, integration, and customer-centric solutions can help you leverage the full potential of Unified Commerce and BigCommerce, driving success and transforming your customer journeys.
Embracing Unified Commerce through BigCommerce is not just a strategic move; it is a commitment to delivering exceptional customer experiences that will set your business apart in today’s competitive eCommerce landscape.
