Creating the best omnichannel customer experience is now what customers expect. While customers may not realize what they’re looking for is referred to as omnichannel, the seamless nature of modern shopping transcends the customer-retailer boundary. Unfortunately, creating that experience that blends every channel and immerses people in e-commerce information is still difficult for companies. According to Retail Customer Experience, “companies often struggle to get to the root of the difference between omnichannel and multichannel customer service. True omnichannel grows from a tacit acknowledgment of modern customer service expectations. In a mobile world where people are always on the run, customers need options: Where email works for one context, chat works for another, and phone for yet another.” As a result, shippers, 3PLs, and logistics service providers (LSPs) need to know a few tips to improve the omnichannel experience.
Enable Real-Time Inventory Visibility
Give Customers Multiple Shipping or Fulfillment Options
Address Customer Complaints Immediately
Customers expect a resolution to any issue immediately. However, the omnichannel customer experience is not solely reliant on one form of communication: email, chat, or in-person service. Customers want to choose how they connect with the store. Retailers must implement multi-faceted service strategies that consider the variety of communication channels. Take advantage of online resources to boost chat customer service—including the use of robotics process automation (RPA) to “talk” through issues by chatbots. Meanwhile, automation within inbound freight management can handle your complaints to suppliers and manufacturers too.