We’ve already told you why you should turn your physical store into an ecommerce. One of the biggest challenges when creating an online store come from the physical world is the integration of offline and online channels. Is this possible? Do the systems work together or separately? What is an ERP and what is it for?
The purpose of this article is to answer these questions and give you some tips to start your e-commerce. But first, let’s review some concepts that we talked about a while back Tomas Migueltorena, shop owner black cloudas your experience of the challenges you have faced going online can be very helpful.
Nube Negra started out as a company focused on wholesale sales to business premises. Tomás was suspicious of the success of online sales until someone made him realize that if he didn’t continue to embrace e-commerce, he would be missing out on many opportunities. So he finally decided and created his online shop with Tiendanube.
When we asked him if the idea of starting an online business scared him, he admitted, “Honestly I wasn’t scared, the investment wasn’t significant and from that point of view there was little to lose. Although our online sales are growing day by day, our largest sales volume has been and still is wholesale, so we saw this online project as a complement to our sales.”
Regarding the advice he could give to those who are thinking of opening their e-commerce, Tomás stressed that it is necessary to understand that in most cases orAn online store is at a disadvantage compared to a physical store because the shopper cannot physically touch or appreciate the product. Therefore, you must do everything you can to build trust with the potential buyer. “Every sale is a test or constant evaluation of the person buying for our brand.. If it goes well, if it arrives on time, that customer will buy again,” emphasized Tomás.
Well yes, let’s check 6 tips to improve your customers’ experience when moving from a physical store to an e-commerce:
1. Integrate an ERP into your e-commerce
A viable alternative to integrate physical and virtual stores without going crazy is to use an ERP system (enterprise resource planning, ie “Enterprise Resource Planning”), especially if your company has reached a medium size. in summary, The ERP integrates the finance, the commercial aspect and the inventory of your company and allows the online store to enter this flow.
A) Yes, You can manage your ventures in a single system, which will make your life much easier. Example: If you have a physical store and a virtual store, you can have the same product on both channels and when you make a sale, the system will automatically block the purchase of that product on the other channel.
With an integrated ERP, you have more control over your business and can also reduce the costs associated with the business.
2. Focus on cross-channel customers
Maybe you’ve heard about it concept of Omni Channelin which all sales channels of a company are integrated to satisfy the customer everywhere.
Along with this new concept comes that of the multi-channel and cross-channel consumer (or cross channel) using all of these channels to buy, whichever is fastest and easiest at the time of purchase.
To differentiate yourself from the competition, focus on cross-channel consumers.
3. I have allowed online customers to pick up products in store
Virtually all major retailers allow customers to shop online and pick up in store. So it’s a strategy you should use.
For this you need a small structure to organize yourself better. For example, Think about whether you can create a space exclusively for internet customers in the physical store. And remember to prepare in advance if you offer this service; When a customer goes to your store to pick up a product, it needs to be ready to ship. Your customer will be frustrated if they have to wait for something they have already paid for.
Once the customer is in your physical space, this is an excellent opportunity to try and buy something else. Offering products that are similar to the ones they bought online, preferably at a discount, can be an effective tactic.
4. Offer the same prices and promotions offline and online
If product prices differ from one channel to another, you risk losing customers.. As? If someone knows they can get the same pair of pants from your online store at a lower price, they won’t buy them from your store; and it may happen that later that person forgets or loses interest and never completes the purchase of those pants.
The same happens when you offer different promotions as you create barriers for the person the moment they had the impulse to buy from you. If the customer knows that if they buy two products in-store, they will get a 30% discount on the second item of clothing, there is a high probability that they will enter and exit your online store without buying anything.
5. Offer to exchange products purchased online at your store
The process of exchanging products online is very annoying for the customer who has to return the product to the store and wait for a new one. This process usually takes a few days and is undoubtedly exhausting..
Regardless of the reason for the exchange (or return), the ability to do this right in the store saves the customer’s time and has little impact on the seller. However, this can be an operational challenge when you sell different products offline and online.
If this is the case for you and you have only just started running your e-commerce, you can offer exchanges and returns of products in a traditional way. As your business grows, consider the costs involved and add this option for your customers..
6. I have included the URL of your e-commerce in the offline packaging
To ensure customers in your physical store are aware of your online channel You can include the URL in the material you give your customers when they make a purchase (for example: bags, clothing tags, catalogues, etc.). It is important that you emphasize that you can make a purchase on this website and not just look at the products. A) Yes, It’s possible that the next time they want to buy, they’ll do so from the comfort of their own home.
You will no doubt face challenges in integrating your offline and online channels. The goal of this article is to help you through this process and make it as painless as possible. Would you like to create your virtual store in a few steps? Try Tiendanube for free for 30 days. ¡it is simple, fast and without prior technical knowledge!