Your Next Initiative: An Omnichannel Business
The three service models buyers expect, and the tools and staffing an omnichannel operation actually needs.
The concept is simple — let customers buy how and when they want, whether that is a mobile purchase, a conversation with a rep, or a faxed order. The difficulty is managing the data and holding a consistent experience across every channel at once.
The results justify the effort. IDC Retail Insights found that businesses employing omnichannel strategies see a 15% to 35% increase in average transaction size and 30% higher lifetime value compared with single-channel buyers. Forrester research shows shifting offline buyers online produces more revenue, with 51% of B2B businesses reporting their omnichannel customers increased.
This paper sets out the three key service options that meet different buyer needs, and the tools, systems, and staffing required to run an omnichannel business well.
What’s Inside the Paper
The three service models buyers expect, and the tools and staffing an omnichannel operation actually needs.
Self Service
Buyers who want to complete the whole purchase without contact.
Full Service
Buyers who want a rep, and what they still expect to see online.
Hybrid Service
The most common pattern — and the hardest to support consistently.
A Cloud-Based Platform
The infrastructure requirement behind consistency across channels.
One Central System for Data
Why omnichannel is a data problem before it is a channel problem.
Tools for Complex Configurations
Supporting configured and quoted products across every channel.
An Omnichannel-Aligned and Empowered Staff
The organizational change that makes the technology work.
Key Takeaways
- Omnichannel buyers spend more per transaction and are worth more over their lifetime.
- Support all three service models — self, full, and hybrid — rather than betting on one.
- Central data is the prerequisite; channels can only be consistent if they read from the same source.
- Staff alignment decides whether the investment returns.
Read the Full White Paper
The three service models buyers expect, and the tools and staffing an omnichannel operation actually needs.
See What the CX1 Platform Can Do for Your Business
Book a demo and we’ll show you how distributors, manufacturers, and specialty retailers turn product content into growth.