The Christmas time is getting closer and large companies from various industries are on the brink of implementing their business strategies. Above all, the retail sector, which generates a great impact on the purchases of thousands of consumers during this period, where they achieve more than 20% of their annual sales.
In Latin America, according to Americas Market Intelligence (AMI)online sales volumes will grow 29% until 2024, that is, they would reach USD 580,000 million, which would open up multiple business and investment opportunities.
Given this, it is essential to know the new consumer, who prioritizes his purchases on the Internet, but does not want to lose human contact. To achieve this successfully, the best option is to use omnichannel. Only in this way can an integrated experience be provided to the user, generating easy and quick access to information through different channels, both physical and digital.
In this sense, GSS Grupo Covisian, leader in Spain and Latin America in business process outsourcing services and innovative contact center solutions, highlights some omnichannel strategies that can be implemented during this season in order to stand out in the market.
- unified commerce. Beyond thinking about creating new channels, it is important to strengthen the digital channels that the company already has, with the aim of generating traffic and sales in the physical store as well. This can be achieved through the analysis of the data they collect, through programs such as Covisian Store View that allow knowing the frequency of customer purchases, the products they purchase the most, tastes, previous experiences, among others, so that employees, both In a physical or virtual store, they can better understand it, be more efficient in the sales process, propose products or services more in line with their needs, and even anticipate their decisions.
- Humanize the experience. We are facing a consumer who no longer only cares about the quality of the product or service, but also about knowing how committed brands are to social, sustainable and ethical causes. Humanizing the brand means working continuously so that customers know its purpose in the market, while being listened to and understood through complete voice, video and chat systems (Vivocha), which allow them to connect with them, carry out consultancies personalized, and offer unique and didactic experiences.
- Automate processes as much as possible. The systematization of financial, commercial and human resources processes, when implemented with the correct technology, together with efficient data analysis solutions (Leonida), result in an increase in the level of customer satisfaction and loyalty. Having tools that provide a complete analysis of consumer data is key to anticipating trends, which will make responses much more agile and accurate, saving time, costs, and making the sales process much more efficient.
“Connecting with a large-scale audience during the Christmas season events is key to continuing to boost sales in sectors such as retail, e-commerce, banking and finance, among others. Combine omnichannel strategies, with artificial intelligence (AI), blockchain; and innovative augmented reality (VR/AR) solutions for customer service, such as the Metaverse, will undoubtedly elevate the experiences of consumers, who today seek innovation, unified commerce and a lot of personalization”said César López, Head of Strategic Development for Covisian and president of GSS.
Today, people want different experiences when shopping. While it is true that technology facilitates purchasing processes and generates valuable KPIs for the company, physical stores provide a more direct experience, which can be combined very well with the digital universe. Therefore, it is time to work on both channels, online and offline, and incorporate them into the planning of strategies for high seasons like the one that is coming up, and to stay current in such a competitive market.
