Omni Channel ECommerce is the ability to deliver a seamless and consistent experience across channels, while factoring in the different devices that consumers are using to interact with your business.
Omni Channel ECommerce is a multichannel method of making sales that aims at providing the customer with a seamless purchasing experience whether the client is shopping online from a mobile device, a laptop computer, on the phone, or in a brick-and-mortar store. The difference between the omni-channel and the multichannel customer experience is that the omni-channel experience features real integration of channels on the back end.
For instance, when a store has implements a omni-channel approach, the customer care representative in the store is instantly able to cite the client’s previous preferences and purchases just as easily as the customer service online chat representative or the customer care representative on the phone can. Or, the client can use the laptop computer to check the store inventory on the company’s website, buy the item later using a tablet or smartphone, and pick up the item at the client’s preferred location.