What does omnichannel mean?

For this summer Alice would like to find the perfect swimsuit! She begins by doing some research online. After reading consumer reviews and blogs, she chooses the brand of her next swimsuit. On her computer, she taps on Google the brand’s name and the city of Montreal to find a shop which sells the swimsuit of her dreams. She chooses two swimsuits and reserves them online because she does not have time to go to the store tonight, she already scheduled a movie night!

A few days later, she goes to the shop to try on her swimsuits. The store owner helps her a lot and gives her information she could not find online. In addition to the two swimsuits, she leaves the store with some accessories. Alice is delighted, the service is perfect!

Two months after her purchases, Alice receives an email from the store offering her a promotion. She returns to buy a swimsuit bottom that fits perfectly with the top of her swimsuit that she bought the first time. She also buys with the promotion a beautiful capeline. This experience is omnichannel. Online or in store, it is a single shopping experience.

Shortly after, she walks past a swimwear shop located few blocks from her job. She enters and sees the same swimsuits. The store does not have an online presence, so she did not even know it existed! Conclusion: the shop lost a sale!

The buying process is rarely direct. Consumers search online for product information and purchase it through a variety of channels and devices.

Some numbers

• In 2019, Canadians will have spent $ 39 billion online, or 9.5% of all retail purchases made in Canada
• 63% of Canadians believe online business seems more credible
• 47% of Canadians shop online and shop for their purchases
• 76% of the Canadian population likes to compare prices online before making a purchase
• In 2017 almost 60% of Quebequois either bought or viewed desired products online before purchasing in store.

Devices used by Canadians for product research

Customers can choose from an infinite number of online stores and have access to all prices and product information. It is now the quality of your in-store service that makes the difference. In addition to the importance of human contact, customer support and your expertise are decisive factors.

The omnichannel, the reasons to invest

Continuous purchase process for an optimal customer experience

• 24-hour sales and international
• Opportunities on all channels
• Access to purchase history
• Loyalty and gift balances usable across all channels

Unified Store Operations

• Unique inventory
• Centralized data
• Complete reports on all sales

Clear sales and marketing data

• Offer personalized content
• Increase the size of transactions
• Measure the return on investment

All for a more satisfied customer!

You would like to know more about omnichannel? Talk to an omnichannel expert today!

About Techni-Connection

Techni-Connection is a reseller of 3 POS softwares in Canada (Yourcegid Retail, VisualTouch, Retail Management Hero), addressing today’s evolutions and needs. New features are constantly added to the systems (Clienteling, eCommerce, Click & Collect, SaaS, Mobile-POS) to match omni-channel strategies and personalizing the customers shopping experience.

Techni-Connection delivers cost-effective IT solutions to companies of all sizes. With its 24/7/365 helpdesk support system, TCI responds quickly and efficiently to customers problems and provides on-site support. TCI’s strong in-house technical team is also complimented by a network of 150+ certified IT experts across North America.

Sources (in French) 

Study –The Strategic Counsel Près de 60 % des Québécois ont acheté en ligne en 2017 – TVA nouvelles