As multichannel strategies become increasingly central to many retail organisations they are looking to their eCommerce platforms to enable convergence of web, social and mobile into one seamless marketplace .
A multichannel retailing becomes central to the strategy of many organisations it is important to recognise that it is often customers driving change.
Over the last decade eCommerce has proved it is capable of adding value to the retailer's bottom line – and in a more directly measurable fashion than many kinds of offline activity.
As many of the fundamental site design principles of eCommerce have become standardized through years of UX refinement, learned behaviour and user expectation online retailers are having to find other ways to differentiate and compete.
No one wants to hear about downtime, everybody wants to know what is up, what is available, what is running well. But downtime happens. Sometimes it is planned, for an update or for maintenance and sometimes it happens when you don't expect it.
What does web monitoring have to do with running a call centre? Traditionally website monitoring has been all about “up time” and “delivery speed” and network infrastructure involving very technical measures. Running a call centre, conversely, is about customer service and responsiveness to human needs and problems.
No sooner have we all got to grips with eCommerce, than mCommerce appeared on the scene.
Customers have always been demanding and with the increasing number of brand interaction opportunities available it wasn't going to be long before they naturally expected to be able to move seamlessly across all of them, online or offline, using whatever devices and platforms are most appropriate at that point in time. Now we are faced with the challenge of multichannel retailing – and how we can provide the best experience to the customer wherever they are.