Omnichannel Retail is the Future of eCommerce: Allen Kopelman

Contributing to eCommerce growth and its increasing sales levels, consumer behavior, habits, and shopping trends are changing fast around the world. And in such a dynamic environment, what’s in trend today may not be relevant tomorrow.

Thus, it is necessary to stay updated and keep updating your services and platforms as per the needs of your consumers. Let’s talk to our today’s expert and understand what needs to be done by eCommerce business owners now to keep their ventures up and running.

So let’s get the talk started.

Q1: What exciting projects are you working on at present?

At present, we are working on offering a free payment gateway to merchants as part of our new omnichannel merchant services offering. Basically, we aim to empower eCommerce merchants and customers with a great payment system that results in an incredible customer experience.

Q2: What do you think are the most important trends in eCommerce for 2022 to increase conversions and boost sales?

Businesses, especially smaller companies, need omnichannel solutions where the point of sale is connected to the website – offer in-store, curbside, and shipping options like the large companies – it’s now easy to do. And a lot of businesses are doing it already.

Q3: Customer Experience is at the heart of eCommerce. What should a good eCommerce customer experience journey look like, according to you? Is it all about digital touchpoints, or do physical interactions matter as well?

No doubt, physical interactions matter as well. But, a great customer experience is all about ease and speed – online and offline. Your services must be fast and engaging enough to hold users and push them towards the customer journey.

You can turn your eCommerce business into a brand by providing a great experience wherever you can. But, it must be frictionless, engaging, valuable, and time savvy.

Q4: What technologies, platforms, or channels should marketers or brands use to excel in the digital commerce world and turn their businesses into brands?

I believe it is time to explore every channel your customers use. Businesses can not afford to miss out on any medium seeing the increasing competition in the eCommerce industry. Each channel is equally essential, whether chat, SMS, voice, email, social channels, or anything. And I believe headless is one such technology that can help businesses use every channel effectively.

Q5: What potential do you see for the eCommerce industry as a whole? And which industry verticals would take the biggest piece of the pie after the surge in eCommerce sales due to the pandemic?

eCommerce will continue to grow – but it’s essential to keep in contact with your customers – – answer the phone – provide customer support and offer the options people want today – I have seen some biz close up stores and go 100% eComm – we will see more of that.

Q6: Any specific tips that you would like to provide for brand owners, marketers, and others juggling to scale an eCommerce business?

Make sure you have options for people to get the goods and services – good customer service – make it easy to get a hold of your business and look for omnichannel tools.

Wrapping Up

So, that was all about today’s session. We thank Allen Kopelman for talking to us and sharing essential insights about the industry. We hope you find this session insightful! For more critical discussions and insights, subscribe to our content and stay updated with what’s new in eCommerce and Magento.