Anna Holz, Partner Manager at novomind, explains the challenges involved in linking online and offline retail and how the customer journey can be optimised through customised technical solutions.
Due to the ongoing corona pandemic, fewer and fewer consumers are taking a leisurely stroll through the city. When they do visit the stationary retail trade, it is usually only in a targeted manner. How do you perceive this development in your daily work?
Online retail has undoubtedly experienced another growth spurt during the corona pandemic. We see that due to the increasing competition, the technical requirements for online shops are also constantly rising. The invitingly decorated shop window, the fast, personal service - everything that leads customers to a particular shop when they go shopping, they also expect when they visit an online shop. In addition, they want to be able to shop on the go at any time. In order to prevail against the competition, retailers must offer their customers an all-round, personal shopping experience online as well.
More and more retailers are recognising this and are asking for powerful software solutions that make their online shop distinctive and optimise the customer journey. First of all, strong performance plays an important role. This ensures fast page loading times even with large, appealing image worlds and mobile shopping via smartphone. Online shops can also score points with personal customer service. This can include, for example, an order option via the certified WhatsApp business interface or an availability alert for ordered goods. The use of digital advisors such as chatbots for 24/7 answers can also ensure that customers like to visit a particular online shop and recommend it to others.