Customers don’t try to distinguish between channels while reaching out to a store. At their perspective, all they want is finding the solution to their issues and answers to their questions. Be it voice, text message, chat or social media, they only care about which one benefits them the most.
When you run Magento 2.3, you are ready for a flawless experience with lots of omnichannel customer engagement strategies. Omnichannel proves to be a powerful system to empower a customer to make a transition from one channel to another by integrating every channel. However, as Magento 2.3 has just released, many companies are making common omnichannel mistakes which leads to customer frustration and degrades customer loyalty.
Below is a list of 5 Common Omnichannel Mistakes when going to Magento 2.3.
1, Inconsistent at every touchpoint
As we stated earlier, the customer doesn’t care if he is interacting on whatever types of channel. They don’t want to start repeating filling out the information in all channels. They expect the company to know who he is and what all have been discussed in the past no matter when and where he chooses to interact. It is crucial for brands to remain consistent across all points of contact by integrating the relevant data on all the channels well.
Magento 2.3 doesn’t help much in this mistake, so the best way to keep everything consistent from all channels, you need a good software like Magestore POS to sync data in real time.
2, No implementation
Magento store is really complicated and if you can’t deliver omnichannel experience to your customers, you are doomed. If you find it challenging to offer true omnichannel features like in-store availability, ensure that your implementation is done by a good developer team. Also, you should ask any Magento extension providers if they can implement the extension or not.
Notice that not every extension is fully compatible with Magento 2.3, so you need to ask first. We, Magestore, offer full implementation for our Magestore POS Pro edition so you will be guaranteed to have a POS that works.
3, Customer Service plays a crucial role
One of the most reasons why customers abandon the cart and leave a business for one of its competitors is because of the bad customer service. Remember that customers are human beings, they prefer personal experience with sales staff. Improve this connection before you can complete the deal is necessary. That’s why in Magestore, we offer a full one-year support to help our customers stay well with their businesses.
One again, you need our Magestore POS in Magento 2.3 to enhance the omnichannel experience in customer service.
4, Not leveraging new technology
In Magento 2.3, you will have the PWA feature. While PWA is only applied for frontend, if any frontend extensions don’t cope well with this technology then you are left behind. To avoid this mistake, you need to opt-in for a PWA extension, just like Magestore POS.
Multi source Inventory (MSI) is also the latest feature in Magento 2.3. In short, MSI is the advanced inventory management function in your website store. If you are using Magento 2.3, chance is you are learning how to use MSI. With MSI function, you don’t need to pay for any $100-$200 inventory management extension.
5, Having No Cross-channel Measurement Strategy
A measurement strategy is crucial to improve your service quality and to make sure that everything is on track. Tracking the right KPIs from time to time will help you fabricate better omnichannel strategies for future and deliver a superior customer experience. Even with Magento 2.3, you still need to have cross-channel measurement strategy for your omnichannel webstore.