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Customers are adapting to modern technologies and as a result have come to expect retailers to reflect the multiple channels out there. Whether it is the traditional ‘bricks and mortar’ shopping experience, an online purchase or buying over the phone, customers expect the same level of service and continuity between channels.
Even options that blend the channels are popular such as buy online and collect in store, or checking online for stock in store. All of this adds up to a consistently great customer experience but that is only possible if you integrate your ePOS software with e-commerce.
The problem of keeping things separate
If you delay integrating ePOS with your e-commerce website then you could risk damaging your customer service reputation. Keeping things separate means that the workings of your business are disjointed.
Similar to if people set off running in different directions and then struggled to find each other again, the different channels of your business will be working separately and you will have to connect them again at a later date.
Not only is it time-consuming and inefficient to transfer data between two or more channels but it can also lead to errors and confusion.
For example, stock levels won’t update automatically and so a customer could purchase the last copy of an item in store, but it could still appear as ‘in stock’ online. If an online customer were to try and buy this item, the system would let them and yet that product is no longer available. The online customer is left feeling alienated and frustrated. This kind of bad customer service is very damaging to the reputation of a business, especially if you are just starting out.
How does an integrated ePOS and e-commerce work?
You need to think of your company as being the same entity, whether it is online or in store- these are just different platforms for your brand.
ePOS works by merging all channels seamlessly, so that everything becomes consistent and automatically updated. Basically, two or three channels become one, big channel- flowing with sales and orders.
How can this help your business?
- ePOS ensures that your inventory and pricing remains consistent across all channels, greatly improving the customer experience and making your business more organised and efficient.
- Any changes to stock are update automatically, saving you time and increasing your productivity.
- ePOS allows you to implement discounts across all channels, giving you complete control over your sales and prices.
- ePOS keeps track of all your customer information and stores it one place, so that it is easy to find. This means that if you have to deal with a customer complaint or enquiry, the information is at your fingertips.
- There are useful alerts to notify you of overstock as well as stock loss, meaning that you can avoid any stock problems.
- Also, a sales and marketing analysis tool helps you to plan and target your campaigns.
- ePOS manages and organises data from other departments like accounting, which allows you to keep track of sales with click of a mouse.
The benefits of integrating ePOS software into your e-commerce site are huge and can significantly improve efficiency and customer service.
What do you think about ePOS software? How has it helped your business to grow?