Running an online store is like driving a car—you need to steer in the right direction to reach your destination. Stan was a great driver, but he found himself in a traffic jam that slowed down his sales and affected his customer service. He needed a GPS to navigate through the complex streets of digital commerce and keep his customers happy.
Then, Stan received an email from CINNOX that offered him a powerful GPS that helped him provide personalised attention, streamline his operations, and generate brand loyalty. The best part? The platform was easy to use and integrated smoothly with his Shopify store. Now, Stan was able to get back on the road and drive with confidence.
Like Stan, are you experiencing roadblocks in your e-commerce store that are negatively affecting your customer experience and sales? By integrating digital commerce functions into your e-commerce platform, you can overcome these challenges.
With popular platforms like Shopify and WordPress, the process is now much quicker, leaving you with more time to focus on your unique selling proposition and marketing efforts. However, online sales are increasingly being conducted through other digital channels such as Facebook Messenger, WeChat, and more.
To learn how to transform your e-commerce store into a digital commerce store and stand out with exceptional customer service, read on to discover CINNOX's Digital Commerce solution.
What is the difference between e-commerce and digital commerce?
E-commerce refers to the buying and selling of goods and services over the Internet, specifically the online transactions between businesses and consumers. It involves the use of online platforms, such as online marketplaces or an online store, to facilitate buying and selling, and typically involves transactions made using electronic payment.
Digital commerce, on the other hand, includes digital interactions that may not necessarily involve buying and selling. This can include digital marketing campaigns, social media outreach, and other forms of customer engagement that use digital technology to enhance the customer experience and build brand loyalty.
So, which is better: e-commerce or digital commerce? It depends on your business goals. E-commerce focuses on online transactions between businesses and consumers. If you want to engage with customers using a range of digital interactions and touchpoints, and build brand loyalty, then digital commerce is the way to go.
Why should you care about the customer experience?
As a seller, you should also care about the customer experience because it is a critical factor in your business's success. A Shopify survey found that 62% of online shoppers said that past customer service significantly influenced their buying decision. As such, customer experience can be a competitive advantage over larger stores!
In addition, providing a positive customer experience can lead to increased customer loyalty, repeat business, and good word-of-mouth referrals. On the other hand, a negative experience can drive customers away and harm your reputation. With social media, one negative experience can be shared quickly online, damaging your brand.
By leveraging digital commerce technologies, such as CINNOX, you can create a seamless and engaging customer experience across multiple channels and touchpoints. Your customers can look forward to shopping experiences that don't ask them to repeat themselves or force them to interact with uninformed customer support agents.
How you can add digital commerce powers to your website
Now that you know digital commerce builds deeper customer relationships and that the customer experience can be used to differentiate yourself from competitors, how do you add digital commerce functions to your existing e-commerce store? It's easy if you're hosting your website on e-commerce platforms like Shopify and WordPress.
For CINNOX, here are step-by-step instructions for each e-commerce platform:
• Shopify requires you to add a simple line of code that can be done in minutes.
• WordPress uses the official CINNOX plugin to add live chat and calls to your website.
Once done, digital commerce can boost sales by enhancing customer experience through personalised interactions and CINNOX's live chat and call features. It also enables you to make informed decisions by leveraging data and analytics for customer behaviour, providing you with an information edge in a highly competitive market.
1. Live chat and call for greater engagement
The CINNOX web widget is the only solution that includes live chat, call, video, and rich multimedia experiences that make your customers go WOW! By providing instant assistance, helping customers make informed decisions, and making them feel like VIP customers, shoppers are more likely to refer their friends and return for repeat sales.
2. Live agents for the human touch
If customers prefer the immediacy of self-service channels like smart chatbots for FAQs and transactional enquiries, they can have the option of interacting with a live agent if they get stuck or need further assistance. This humanises the customer experience and makes customers feel valued, knowing that instant assisted help is on hand.
3. CRM-like features for better relationships
Small businesses may not require a full-fledged customer relationship management (CRM) system. CINNOX offers CRM-like features that provide sufficient customer information to understand their preferences and purchasing habits, allowing for highly personalised recommendations and customised experiences just for them.
When your agents know a bit more about your prospects, for example, including their geographical location and the language that they speak, this knowledge helps you create better shopping experiences. This may include transferring the enquiry to an agent located in the same country for faster service and better local knowledge.
4. Enquiry routing for timely resolutions
In addition, smart routing technology in CINNOX can deliver the right service at the right time. The power and network of remote teams can be leveraged so that the browsing language of a customer routes the enquiry to an agent who speaks the shared language, surprising and delighting the visitor and removing communication barriers.
5. Data and analytics for informed decisions
Data and analytics are essential in making informed decisions that can improve the performance of an e-commerce business like yours. By leveraging data and analytics, you can make data-driven decisions and ensure that your business strategies align with your customer's needs and preferences.
For instance, data and analytics can be used to measure customer behaviour, including their purchasing habits, preferences, and browsing habits. You could mine actionable insights from customer data, leading to a better marketing mix, improvements in the products and services that you offer, and further optimisation of sales revenue.
6. App integrations for unified data
Additionally, with the Open API or no-code tools, you can easily integrate data from the rest of your technology stack. A single view of data can give you a comprehensive view of your operations, help you make informed decisions, identify inefficiencies, enhance collaboration and communication, and improve data security and compliance.
Digital commerce takes your e-commerce business to the next level
Shopify and WordPress have made it easier for e-commerce entrepreneurs to set up an online store in minutes. However, e-commerce alone is not sufficient as online sales are increasingly made through digital channels like social media. With CINNOX's Digital Commerce solution, you can turn your e-commerce store into a digital commerce store that offers unmatched customer service, builds brand loyalty, and enjoys repeat sales!