When the Covid pandemic hit 2 years ago, more than 74% of the world’s consumers quickly moved to shop online and accelerated the speed of digital transformation across industries. As a result, the retail landscape has shifted with the lines between shopping online and offline blurring dramatically. With the holiday season coming up, a key challenge for merchants is recreating the same excellent customer experience that they experience in-store on their e-commerce storefronts.
With online sales expected to peak during the upcoming holiday sales season, merchants are likely to see a sharp uptick in customer enquiries – and providing a positive customer experience for each of these requests across multiple platforms will prove to be crucial for brands looking to find success this season.
In fact, 65% of all consumers find positive experiences with a brand across sales channels to be more influential than great advertising, according to a PWC survey. Because of this, merchants are looking for digital tools to connect their digital and brick-and-mortar stores and build a seamless customer journey.
In this article, we explore how brands can leverage omnichannel conversations to drive sales while improving retention and loyalty during the hectic shopping season. We also dive into how SHOPLINE, Asia’s leading smart commerce platform, and AiChat, Southeast Asia’s #1 AI chatbot platform, are helping e-commerce brands to automate personalised conversations for omnichannel success.