Anticipating customer needs with unified commerce

Consumer needs are constantly evolving, pushing businesses to adapt quickly. However, many retailers face major challenges, such as a lack of coherence between their sales channels and ineffective data integration.

By integrating all touchpoints on a single platform, unified commerce allows for better anticipation of needs through improved customer knowledge. Orisha Commerce supports you in this transition with a comprehensive and efficient tool.

Understanding unified commerce

What is unified commerce?

Unified commerce is an approach that centralizes all sales channels (physical, online, marketplaces, mobile…) on a single platform. It allows for smooth management of customer information, inventory, and products. The customer experience is unique and consistent, regardless of the touchpoint.

The Orisha Commerce platform enables retailers to optimize the management of their various sales channels, better anticipate their customers’ needs, and thus improve loyalty.

The challenges of unified commerce

Unified commerce is based on the centralization of data from various touchpoints and its smart use. Retailers gain a complete view of the customer journey, allowing them to identify consumption trends and personalize their offerings. This information is also essential for anticipating demand and avoiding stockouts by adjusting inventory in real-time to meet customer needs. Both online and offline, recommendations are relevant and foster customer loyalty.

With Orisha Commerce’s unified commerce platform, businesses gain efficiency and agility in better responding to customer needs. Request a demo of our software!

The importance of customer experience

The cost of acquiring a new customer is 5 to 25 times higher than the cost of customer loyalty. Thus, customer experience becomes a lever for loyalty and performance. When positive, it reduces churn and encourages long-term engagement by addressing customers’ needs.

Today, consumers are accustomed to ultra-personalized services, as offered by Netflix. This method leverages detailed customer data integration to enable retailers to deliver personalized interactions to their clients.

In a highly competitive market, customer experience is a determining factor, and a brand that provides a frictionless customer journey stands out more easily. Data analysis tools help meet customer needs and outperform the competition.

Unified commerce significantly contributes to optimizing the customer journey. It ensures continuity between touchpoints, better inventory and product management, and advanced personalization. By adopting Orisha Commerce’s platform, retailers place their customers at the forefront and maximize engagement across all channels.

Anticipating customer needs

Current consumer behavior

According to a recent study, 50% of French people now use both online and offline channels for their everyday shopping. Shopping behaviors have profoundly changed in recent years due to digitalization. Consumers no longer stick to one channel. They navigate between online shopping sites, apps, marketplaces, and physical stores.

Moreover, 61% of consumers are willing to spend more with brands offering a personalized experience. Consumers expect personalization and recognition. They want tailored recommendations and offers, or they risk losing interest in the brand.

With the rise of e-commerce, consumers are increasingly impatient. In fact, 50% of them abandon their purchase if one of their questions remains unanswered quickly. Consumers need responsive customer service, immediate product availability, and shorter delivery times.

The Orisha Commerce platform addresses these challenges by offering a centralized view of the customer, optimized inventory management, and advanced personalized interactions

Towards a better understanding of customer needs

Leveraging unified data, especially purchase histories, browsing activities, and interaction records, enables an analysis of customer behavior. Insights from preferences, like viewed products, abandoned carts, and recurring purchases, help identify emerging trends, needs, and expectations. This data enables us to categorize customers based on precise criteria, such as purchase habits, and customize communications for each segment. Loyal customers are offered exclusive deals, while new clients are guided through a personalized onboarding journey.

Businesses provide a smooth and consistent journey across all channels:

• Customer carts are synchronized between the website and the mobile app;
• The customer is recognized in-store with personalized assistance;
• Real-time notifications inform customers about in-store availability.

Unified commerce offers a centralization of all interactions for a complete view of each customer. With Orisha Commerce, businesses transform their data into a powerful personalization lever.

How to analyze customer expectations?

To understand the needs of their prospects and customers, retailers must analyze interactions across all sales and communication channels:

• Transactional data: purchase history, purchase frequency, basket amount;
• Browsing behavior: viewed products, time spent on a page, abandoned carts;
• In-store interactions: purchases made, assistance requested, product returns;
• Engagement on digital channels: responses to emails, clicks on promotions, activity on social media.

For example, for a customer who frequently buys high-end products, the brand can offer a VIP program with dedicated customer service and exclusive event invitations.

Artificial Intelligence (AI) is a useful tool for meeting customer needs by analyzing their past behaviors. Tweakwise offers AI-driven tools to provide a smooth and personalized shopping journey. The solution helps e-commerce businesses propose a relevant selection of products, personalizing the experience for each customer.

The Orisha Commerce platform enables companies to leverage their data to better understand, anticipate, and satisfy their customers.

Essential technological solutions for businesses

Collection tools

There are different tools to collect, analyze, and centralize customer data:

• CRM platforms centralize all customer information (purchases, interactions, preferences) and enable precise management of customer relationships. For instance, a store sales associate can access a customer’s purchase history and offer tailored recommendations.
• Sales analysis solutions utilize transactional information to optimize inventory management and anticipate customer needs.
• Data management platforms and web tracking tools collect information from various sources (website, social media, advertising campaigns) to refine customer knowledge.
• Customer feedback tracking systems are an effective method for directly collecting customer reviews to improve the experience. For example, an online chat can gather questions to optimize assistance.

By combining these tools within a unified commerce platform, retailers gain a complete view of their customers, favoring advanced personalization.

Orisha Commerce is a key player in the development of the Deporvillage brand and continues to provide indispensable tools for the company’s agility.

The Orisha Commerce platform is a SaaS solution that enables businesses to unify all their channels, both online and in-store. It offers simplified management and a real-time view of commercial performance. The result: better anticipation of customer needs, optimized inventory management, and smoother shopping experience!

Integrating sales channels

By synchronizing inventory, products, and customers across all channels (online stores, physical stores, warehouses, marketplaces), retailers ensure a seamless journey. A customer can then reserve a product online and pick it up in-store (click and collect) or have it delivered directly from the nearest store (ship from store). Delivery times are reduced, and inventory is optimized.

Unified commerce also allows for more flexible returns management: a product bought online can be returned in-store, and vice versa. This fluidity enhances customer satisfaction and encourages another visit to the point of sale. In-store sales associates, equipped with connected tools such as tablets, can access real-time information on the customer journey to provide more personalized customer service.

Strategies to improve customer relationships

Promoting transparency and trust

Transparency fosters a trust relationship between the brand and its customers. By offering accurate and easily accessible information (product features, available delivery services, return policies), customer frustration is minimized, thereby enhancing trust in the brand.

Available support shows the brand’s commitment to better meeting its customers’ needs. Furthermore, highlighting concrete actions in favor of sustainable development and responsible practices contributes to building a strong trust bond.

Build a unique relationship with your customers thanks to Orisha Commerce’s unified platform. Request a demo!

Establishing effective communication

Effective communication relies on advanced personalization, made possible by a thorough understanding of customers and their needs. Real-time centralized information allows companies to tailor each interaction based on customer preferences. For example, a regular customer can receive personalized recommendations online and then encounter these suggestions in-store through profile recognition. This seamless experience facilitates targeted offers and anticipates customer needs.

With Orisha Commerce’s e-commerce solutions, each touchpoint becomes an opportunity to strengthen customer relationships and foster long-term loyalty.

Adapting services to evolving customer needs

Consumer expectations are constantly evolving, and businesses must adjust their services to stay competitive. By analyzing purchasing behaviors, companies can adapt their offerings in real-time and anticipate customer preferences.

73% of French consumers consider flexible delivery options a crucial criterion when shopping online. They look for services that match their needs and lifestyles, such as express delivery, in-store pickup, and relay points. Analyzing shopping habits and logistical preferences enables us to provide the expected solutions.

Adapting services also includes effective communication: sending promotional offers at the right time, making recommendations based on past purchases, and adjusting services based on customer feedback. With Orisha Commerce solutions, retailers can monitor consumption trends in real-time and refine their strategies accordingly.

Unified commerce is becoming a necessity to streamline the customer journey. By integrating all sales channels and centralizing data, retailers can anticipate their customers’ needs.

Orisha Commerce offers an innovative solution that accompanies businesses in this transformation. Do not let the competition get ahead: offer your customers an unparalleled shopping experience.