Omnichannel Recommendations: A Win-Win for Users and E-commerce Brands
Written by
Dhruv Pandya
Dhruv Pandya
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Omnichannel Recommendations: A Win-Win for Users and E-commerce Brands

Published : January 9, 2024

Millions of e-commerce customers around the globe encounter a common challenge in the process of looking for their favourite products. It’s the feeling of missing out – missing out on new product categories, the latest catalogues, and those personalized recommendations that could truly elevate her shopping experience.

Imagine this scenario: your customers are exploring your e-commerce platform, eager to uncover the hottest trends for the upcoming season. They click through various sections they are interested in, scanning for new arrivals, and eagerly waiting for updates on their favorite product categories.

But as they navigate through the website, they can’t help but think that there’s so much they are yet to discover. In the heap of products out there in several categories, your customers are still unable to find what they are looking for. The major reason for challenges in product discovery are related to too many options and not enough ways to identify what exactly the customer wants.

When customers miss out on product categories or catalogue updates, it affects the brand’s ability to engage, retain, and ultimately sell to their audience. It’s a lose-lose situation for both customers and e-commerce brands.

How do we turn this into a win-win for both customers and e-commerce brands?

Thankfully, there’s a game-changer in the e-commerce arena, and its name is “Omnichannel Recommendations.” This cutting-edge feature promises to revolutionize the way e-commerce customers stay informed and up-to-date with the latest catalogue and category updates. Omnichannel Recommendations go beyond conventional product recommendations, reaching out to customers through various communication channels like email, SMS, WhatsApp, push notifications, and more.

With Omnichannel Recommendations, e-commerce customers can bid farewell to the fear of missing out. They can seamlessly explore new product categories and catalogues without endlessly browsing through the website. They can receive hyper-personalized recommendations that align with their preferences and needs, making the shopping experience not just convenient but truly enjoyable.

Navigating through extensive catalogs, diverse categories, and evolving trends can overwhelm users, and hinder their seamless discovery of desired products. In this blog, we will delve into the world of Omnichannel Recommendations and explore how it is the answer to keeping e-commerce customers up-to-date with updates and even make product discovery easier. The act of predicting what Sarah is most likely to buy and then recommend the same to her on her preferred communication channels, is powered by the AI mechanism that operates at the core of Omnichannel Recommendations.

Why Omnichannel Recommendations?

Omnichannel Recommendation is a groundbreaking feature. It transforms customer engagement by delivering highly personalized product suggestions through multiple communication channels.

This intuitive tool not only simplifies the process but also enhances its effectiveness through advanced technologies like:

  • Neural networks where they use a range of demographic characteristics to segment buyers into groups, based on their histories and preferences and other assorted markers. With this, ecommerce stores target products to specific individuals or groups.
  • Collaborative filtering where collecting and analyzing data on user’s behaviors, their usual activities, ratings, and anticipating what they will like based on the similarity with other customers. A key advantage of this approach is that it does not depend on every detail and hence it can precisely recommend complex products such as items without requiring an “in-detail” of the products.
  • Recency, Frequency, and Monetary (RFM) model for behavior-based customer segmentation where customer groups are created based on their transaction history – how recently they purchased from your company, how often, and how much did those customers buy. RFM helps divide customers into various categories or clusters to identify customers who are more likely to respond to promotions and future personalization services.

Imagine a scenario where a customer explores an online fashion store. With Omnichannel Recommendations, the system tracks their recent browsing history, purchase frequency, and monetary value, and seamlessly suggests fashion items aligned with their preferences via email, SMS, WhatsApp, and mobile app notifications, creating a cohesive and personalized shopping experience across all online communication channels.

What are the challenges solved by Omnichannel Recommendations?

The key features of personalized recommendations by Omnichannel Recommendations address several challenges for ecommerce brands:

1. Personalized Omnichannel Recommendations:

– Challenge: Ecommerce brands often struggle to engage and retain customers in a competitive market.

– Solution: By providing personalized recommendations, brands can enhance the user experience and so make customers feel understood and valued. This, in turn, boosts customer loyalty and drives repeat purchases.

2. Category Pitch:

Challenge: Ecommerce brands may find it challenging to promote specific product categories effectively.

Solution: The “Category Pitch” feature enables brands to bring attention to entire product categories or catalogues. This not only increases awareness but also encourages customers to explore a wider range of products, thus driving higher sales.

3. Decision-Maker Support:

Challenge: Digital Marketing Managers and Customer Lifecycle Managers often grapple with the need for more effective tools to maximize engagement and sales.

Solution: Omnichannel Recommendations empower decision-makers by providing them with the necessary tools to tailor recommendations, target customers effectively, and improve overall marketing strategies. This support helps in enhancing customer engagement and ultimately increasing sales.

Benefits of Omnichannel Marketing

1. Real-time notifications and integrated shopping:

Omnichannel Recommendations empower e-commerce brands to send real-time notifications to users through their preferred communication channels, such as email, SMS, WhatsApp, and push notifications (APN). This immediacy ensures that customers stay informed about the latest product recommendations and updates, even when they are not actively browsing the website.

For instance, if a customer had added a high-end camera to their wishlist, an e-commerce brand could send a push notification with a limited-time offer when that camera goes on sale. This not only captures the customer’s attention promptly but also provides a seamless and integrated shopping experience, where that customer can instantly act on the recommendations.

Send real-time notification to user through communication channel

2. Integrated cart and wishlist:

Omnichannel Recommendations allow for the seamless integration of a user’s cart and wishlist items, providing real-time notifications as and when those items become available or go on sale. This integration streamlines the shopping process, ensuring customers are promptly alerted when products they’ve shown interest in are in stock or have price reductions.

For example, if a customer had a pair of sneakers on their wishlist and the price dropped, the e-commerce brand could send a notification via their preferred channel, enticing the customer to make that purchase. This integration not only enhances the user experience but also increases the likelihood of conversion and customer satisfaction.

3. Enhanced Customer Engagement:

The ability to send personalized product recommendations directly to users on their preferred channels significantly enhances customer engagement. By reaching out to customers where they are most active, e-commerce brands can keep users informed, interested, and engaged.

For instance, if an online bookstore sends tailored book recommendations via email to a customer who has previously purchased mystery novels, it not only captures the customer’s interest but also increases engagement with the brand. This, in turn, leads to higher customer satisfaction and loyalty.

4. Increased Sales and Conversion Rates:

By delivering personalized product recommendations through various channels, e-commerce brands can significantly boost their sales and conversion rates. These recommendations cater to individual user preferences and behaviors and increase the likelihood of customers making a purchase.

For instance, if a clothing retailer sends SMS messages with personalized clothing suggestions to customers, those customers are more likely to convert. This results in a substantial increase in sales and higher conversion rates, ultimately driving revenue for the e-commerce brand.

5. Improved User Experience and Customer Loyalty:

Omnichannel Recommendations enhance the user experience by tailoring product suggestions and ensuring that customers are constantly updated about products they might be interested in. This level of personalization not only makes the shopping experience more enjoyable but also fosters customer loyalty.

For example, a beauty e-commerce brand that regularly shares personalized skincare tips and product recommendations through WhatsApp is likely to build a dedicated customer base. This improved user experience and loyalty can lead to repeat business and positive word-of-mouth, further benefiting the brand.

Empowering E-commerce Brands: Unveiling Omnichannel Recommendation Strategies

Discover the power of targeted engagement with these use cases:

1. Sneak Peeks, Endless Engagement:

Showcase upcoming catalogs effortlessly, driving curiosity across channels. Unveil new categories with tailored teasers via email, SMS, or push notifications. Watch as pre-launch engagement skyrockets, ushering in a wave of eager exploration.

2. Abandoned Carts, Recovered Conversions:

Transform forgotten carts into golden opportunities. Craft personalized reminders tailored to abandoned items, sprinkled with enticing discounts. Witness abandoned carts turning into successful conversions within 24 hours.

3. AOV Amplification, One Recommendation at a Time:

Elevate your average order value with omnichannel recommendations. Pair trending products with personalized add-ons, curating irresistible bundles that drive revenue higher.

4. Seize the Drop, Seize the Sale:

Ride the wave of price drops to captivate customer interest. Seize the moment with personalized notifications through preferred channels, turning discounts into conversion catalysts.

5. Upsell & Cross-sell Mastery:

Unlock the art of upselling and cross-selling with seamless recommendations. Enhance recent purchases by suggesting perfect add-ons, transforming each transaction into a complete, satisfying experience.

Conclusion

Omnichannel Recommendations represent a game-changing solution that transforms the e-commerce landscape for both users and brands. By addressing the all-too-common issue of customers feeling like they’re missing out on the latest product categories, catalogues, and personalized recommendations, this innovative feature bridges the gap between consumers and online businesses.

The diverse use cases for Omnichannel Recommendations, including enhancing the exploration of new categories, recovering abandoned carts, increasing the average order value, and capitalizing on price drops, all contribute to a win-win scenario for users and e-commerce brands. This feature’s ability to enhance customer engagement, drive sales and conversion rates, and foster customer loyalty, combined with real-time notifications and integrated shopping, puts it at the forefront of the e-commerce revolution.

If you’re an e-commerce brand looking to unlock the full potential of Omnichannel Recommendations and redefine how you connect with your customers, it’s time to take action. Transform your marketing with the power of a customer engagement platform. Discover how to scale your efforts and achieve superior results—book a demo today.

Reach out to us today and discover how Netcore’s Omnichannel Recommendations can be tailored to meet your unique needs. Let’s embark on this journey together and create a win-win scenario for your brand and your valued customers.

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Written By: Dhruv Pandya
Dhruv Pandya
Product Marketer at Netcore Cloud