There are many things to think about when choosing an omnichannel platform, which is why there is this guide on what you should keep in mind, from integration to security. Here are the eight things to Look for when selecting your next omnichannel platform.
Integration is one of the biggest things to consider when selecting the platform. While most platforms can integrate with existing systems like ERP, WMS, and other POS systems, it is what they can do with your website that sets them apart. Look for the platform that offers secure webhooks for seamless connection with your website. Some platforms even offer their websites for retail sites, making it easier to stay consistent across channels, especially if you use multiple apps for different purposes (like email).
Technology is something that can make or break the platform, which is why it is key to look at exactly what technologies are being in use before choosing one. There are two major ways the platforms are delivered: Software-as-a-Service (SaaS) and On-Premise. SaaS platforms keep all the technology behind the platform and don’t require any integration with your website. On-Premise platforms can integrate with your existing website and take advantage of catalog sync, so you can sell to customers who have yet to sign up or even those who already have a profile.
According to Contentful, “Security is one of the most important things to look for when selecting an omnichannel platform because you never know what could happen otherwise.” You might compromise customer data or make them fall victim to fraud, all because you didn’t choose the secure platform.
The platforms can come and go at any time, but some are stable, and others aren’t. Look for a platform known for its reliability and has been around for some time, so you know it will be around once you decide to implement it.
The platforms can be difficult to figure out and use, and this is why it is important to look for a platform with a great technical support team. You want to be able to reach out for assistance when you need it, but you also want to know that the team will be able to help when there’s a problem.
Customer service is where the platform shines because you won’t have any other issues on top of the one they are trying to fix. You want a team that is responsive and helpful, especially if your customers need help.
Geolocation is an aspect of customer service that you don’t always consider when selecting the platform. However, it is important to note the service’s geolocation because you may need it for certain things like local taxes or other things that may not apply to you otherwise.
Ease of Use
All of these things may matter, but if the platform isn’t easy to use, you aren’t going to want to use it. Look for a platform that is easy to use and implement. Many platforms have user guides and even demos that can be seen before purchasing it. Some even have a free trial period to use it for a certain amount of time before deciding if you want to keep it or not.
In conclusion, it is important to look at each of the above points before making the final decision on the platform you will use. You want to implement it easily and have a system that can help you grow your business, all while being secure.