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5 Omnichannel mistakes when migrating to Magento 2.3

Customers, whether they are online or in-store, all they want is to find a solution or an answer to their need. It does not matter whether it is via voice or text message, social media or Sales Assistant, their only focus is on finding the answer in a fast and timely manner. 

By running Magento 2.3.1, as a company, you already provide a flawless experience with an omnichannel environment. It is proved to have a great impact when customers “jump” from one channel to another. Despite that, there are many companies that make common omnichannel mistakes which create customer frustration and lowering the chances of becoming loyal. Let’s find out:  

Inconsistency in every touchpoint.

Customers do not care about which channel they interact with, and they are not willing to fill out any forms online. It is crucial for brands to remain consistent across all touchpoints by integrating all the relevant data on all the channels. We, at SQLI, offer a Magento Assessment to help you identify this lack of consistency and build a strategy. 

No implementation

The Magento store is the best solution for eCommerce but when you cannot deliver an omnichannel experience to customers, you have already failed them. If it is challenging to offer a true omnichannel experience, ensure that your implementation is done by a good development team. At SQLI, we have a Magento Centre of Excellence where we can assist you in any stage of your development. 

Customer service

Abandoned baskets mean customer service dissatisfaction. As human beings, customers always prefer a live personalised experience with the Sales team. Dedicate time to building the right relationship before you complete the deal. That is why at SQLI we offer 24/7 support. 

Not leveraging the technology

With Magento 2.3.1 you will have the PWA feature which stands for Progressive Web Apps. It is the combination of web pages and native apps. Multi-source Inventory (MSI) is also the latest feature in Magento 2.3.1. In short, MSI is the advanced inventory management function in your website store. If you use Magento 2.3.1, the chance is you are learning how to use MSI. With the MSI function, you don’t need to pay for any £100 - £200 inventory management extension. 

Having no cross-channel measurement strategy

A measurement strategy is crucial to improving your service quality to make sure that everything is on track. Measuring KPIs can assist you to integrate and improve your omnichannel strategies which means better customer experience. Even with Magento 2.3.1, you need to have a cross channel measurement strategy. 

Ready to explore the benefits of Magento? Contact us or register for a Magento Readiness Assessment.