Combining headless commerce & omnichannel
Omnichannel and headless commerce make it possible to create a customer experience that is functional for the retailer as well. The different channels that can be included are:
This allows customers to communicate in real-time text-based messages as a simple way to get in touch for support and answers to questions.
Web-based contact forms create formulated requests that are sent to the relevant team for resolution.
An intelligent chatbot uses natural language interpretation to infer a customer’s needs. They have pre-prescribed automated conversations that deal with simple questions and issues. This frees up support agents to help with other issues and provides a basic level of customer service when an agent is unavailable. They are programmed to pass on information to a live person when they have exceeded the programmed knowledge.
This option is usually integrated into a website to provide quick and easy support. Customers can reach out and discuss an issue or ask a question by using the provided chatbox. It’s easy to implement and offers twenty-four-hour support to buyers.
Email may seem oddly slow in the world of instant chat but it can actually be a convenient channel. Email is still widely used by customers in almost every industry. The emails do take time and attention to process, so some automation to the system helps keep the wait time down.
Like email, a phone call may feel obsolete but is still widely used for communication. Older demographics prefer to call a business directly for support. Often an omnichannel approach will use self-service through AI-driven language. With luxury brands though, customers prefer the natural touch of a human being speaking to them.
Especially for millennials and Generation Z, social media is an extremely accessible route for communicating with their desired brands. SM is also a fresh way to get a further reach.