Omnichannel Experience Breakdown: The Best Platforms and Solutions for Retailers

Shoppers today expect a consistent omnichannel experience across all interactions with a brand. To keep up, businesses need to integrate their sales channels into a unified system. But what sets omnichannel apart from multi-channel e-commerce? This article will break down the differences and guide you through the key platforms and solutions to help your business succeed.

What is Omnichannel Experience?

An omnichannel experience connects various customer touchpoints across different channels, such as websites, social media, and physical stores. The goal is to create a seamless journey that enhances convenience and adds value at every step.

All interactions are tracked and managed through connected systems like e-commerce platforms, point-of-sale systems, and warehouses.

We have included an example of how omnichannel works:

• First touchpoint: A customer sees your ad on Facebook and clicks through to your website.
• Second touchpoint: On your website, they browse and find a T-shirt they like. They create an account and add the item to their cart.
• Third touchpoint: They visit your local store to try on the T-shirt in different colors. The color they want is out of stock, so they place an order to have it shipped from another store or warehouse.
• Fourth touchpoint: The T-shirt is shipped from your warehouse to their home, where they receive and pay for the item.
• Fifth touchpoint: They log into their account and see that the order has been fulfilled. They also receive a 10% discount coupon for their next purchase.

This example illustrates how a customer moves through a complete omnichannel experience involving a website, store, and warehouse. Information about the customer and the order is synchronized across all channels, allowing the customer to track their journey and stay informed.

In short, an omnichannel approach reduces cart abandonment and missed sales due to stock issues. It also improves customer service, boosts engagement, and strengthens your brand’s reputation.

Omnichannel vs Multi-channel E-commerce

Still unsure about what makes an omnichannel experience different? In this section, we will break down the key differences between omnichannel e-commerce and multi-channel e-commerce.

Multi-channel E-commerce

In multi-channel e-commerce, businesses operate multiple, separate sales channels, such as websites, physical stores, or apps. Each channel functions independently, with its own stock, data, and customer interactions. For example, a website tracks only online behavior, while a physical store records only in-store purchases. These channels don’t communicate with one another, which creates limitations:

• No cross-channel inventory management: A store can’t ship products from another location or warehouse.
• Isolated customer experiences: A purchase made online can’t be returned in-store, and loyalty points from one channel may not be recognized in another.
• Fragmented data: Customer data and inventory are stored separately, making it difficult to offer a unified shopping experience.

This disconnect forces customers to stick with one channel, which can limit convenience and flexibility.

Omnichannel E-commerce

On the other hand, omnichannel e-commerce connects all sales channels into a unified system. Customers can shop online, in-store, or through a mobile app, and their journey is consistent and seamless. Here’s how omnichannel e-commerce changes the game:

• Synchronized inventory: A customer can purchase an item online and pick it up in-store or have it shipped from another location.
• Unified customer experience: Purchases made in-app can be returned at any physical store, and loyalty points are updated across all channels.
• Centralized data: Customer information, order history, and inventory are all synchronized, ensuring consistency no matter where they shop.

With the rise of mobile shopping and delivery services, omnichannel e-commerce caters to the demand for a flexible, convenient experience. Customers expect to move between channels effortlessly, regardless if they’re checking stock, placing orders, or returning items.

The main distinction between omnichannel and multi-channel e-commerce lies in how they handle customer journeys. Omnichannel unifies all touchpoints so customers can effortlessly move between channels without disruption. A person may start online, visit a store, or use a mobile app, and the experience feels connected and coherent.

This flexibility is why omnichannel e-commerce is quickly becoming the future of retail. It meets modern customer expectations and provides businesses with the tools to offer a fully integrated shopping experience.

Benefits of Omnichannel Experience for Business Growth

Adopting an omnichannel strategy offers several advantages that can transform how businesses engage with customers while driving sustainable growth.

• A Connected Customer Journey

An omnichannel approach creates a seamless shopping experience by synchronizing all touchpoints. This makes it easier for customers to browse, purchase, and return items without any interruptions. As a result, businesses can build stronger relationships with their customers, reinforcing loyalty and trust over time.

• Higher Customer Retention

When customers encounter fewer obstacles while shopping, they’re more likely to return. The ability to switch between channels effortlessly not only enhances convenience but also encourages repeat purchases. Over time, this leads to stronger customer retention and longer-lasting brand loyalty.

• Better Data for Smarter Decisions

Businesses gain valuable insights by pulling data from every customer interaction. These insights make it easier to understand buying behaviors, fine-tune marketing, and offer more personalized experiences. The more accurate the data, the more effectively businesses can respond to customer needs, ultimately driving growth.

• Improved Inventory Efficiency

Omnichannel strategies make managing inventory more effective. Thanks to real-time visibility across locations, businesses can quickly identify stock availability and fulfill orders efficiently. This not only helps prevent stockouts and overstocking, but also streamlines the entire fulfillment process, which leads to fewer missed sales opportunities.

• Expanded Sales Opportunities

An integrated approach to sales opens up more paths for customers to make purchases. For example, someone might browse online but visit a store to complete the purchase, or they might order a product in-store for home delivery. Offering these additional options improves the chances of completing a sale and increases overall revenue.

• Elevated Customer Engagement

Omnichannel strategies foster deeper connections between brands and their customers. Through personalized communication, timely updates, and consistent experiences across all platforms, customers remain engaged long after their initial purchase. Therefore, businesses can build stronger relationships and boost long-term brand loyalty.

Top Omnichannel Platforms: Magento, Shopify, BigCommerce, WooCommerce

Magento – The most powerful omnichannel platform

Magento remains one of the most robust omnichannel platforms, holding about 30% of the market share for e-commerce websites. It offers extensive customization options through various third-party software and extensions, supporting everything from point-of-sale systems and inventory management to order fulfillment and CRM tools. This makes Magento ideal for large businesses with the resources to build complex, scalable e-commerce solutions.

Moreover, its ability to process massive databases and manage multiple storefronts ensures that it can handle diverse product lines and high transaction volumes effectively.

Notable brands like Coca-Cola, Nike, Christian Louboutin, and Ford use Magento to manage their global e-commerce operations, taking advantage of its flexibility and scalability.

Shopify – Lean and flexible omnichannel platform

Shopify, on the other hand, is well-suited for small to medium-sized businesses looking for an easy-to-use, flexible platform. Its standout features include fast loading speeds and optimized UI/UX designs, crucial for delivering a smooth omnichannel experience.

However, Shopify operates as a PaaS (Platform as a Service) with subscription-based pricing, which limits customization options compared to open-source platforms. As a result, international brands or businesses keen on maintaining full control over their data and server environments may find Shopify less accommodating.

Well-known companies like Sephora, Tesla, Gymshark, Allbirds, and Heinz have successfully used Shopify to build lean, high-performance e-commerce stores.

BigCommerce – Feature-rich and easy to use

BigCommerce offers merchants a user-friendly platform, allowing them to launch online stores quickly. It combines ease of use with a wide range of customization options and integrations.

Even though BigCommerce’s default features already provide a solid omnichannel foundation, its flexibility makes it a great option for businesses of all sizes, from startups to established brands. Furthermore, its robust functionality and range of integrations make it easy for merchants to scale their operations as they grow.

Skullcandy, Ben & Jerry’s, Toyota and Burrow are among brands which rely on BigCommerce to manage their e-commerce operations while benefiting from its powerful customization capabilities.

WooCommerce – Customizable solution for WordPress users

For businesses already using WordPress, WooCommerce is the perfect omnichannel solution. As a highly customizable, open-source plugin, WooCommerce seamlessly integrates with WordPress websites, making it ideal for brands that want full control over their e-commerce setup. In addition, WooCommerce supports a wide range of third-party plugins for inventory management, CRM, and payment gateways, helping businesses create a unified omnichannel experience. With no monthly subscription fees, WooCommerce is a cost-effective option for businesses that prefer managing their own servers and customizations.

However, the platform may require more technical expertise, especially when scaling for larger operations.

Brands such as Singer, Weber, Daelmans Stroopwafels, and All Blacks have successfully leveraged WooCommerce to create highly customizable and scalable e-commerce solutions.

Omnichannel Solutions: Point of sale, Inventory, and Order Fulfillment

As businesses increasingly focus on creating an omnichannel experience across multiple channels, choosing the right omnichannel solutions becomes essential. Below, we have listed 3 recommended retail solutions that cover point of sale, inventory, and order fulfillment for e-commerce stores.

ConnectPOS – Empowering Over 12,000 Merchants with Omnichannel POS

ConnectPOS is a trusted point of sale system that helps retailers unify their operations across multiple sales channels. With over 12,000 merchants relying on it globally, ConnectPOS delivers real-time synchronization and flexibility, making it a top choice for businesses seeking to improve their omnichannel strategy.

 Key features include:

• Seamless integration: ConnectPOS integrates effortlessly with leading eCommerce platforms such as Shopify, Magento, BigCommerce, and WooCommerce, along with various payment gateways and third-party extensions. This includes options for loyalty programs, reward points, and features like facial recognition.
• Real-time updates: Inventory, customer data, and orders are synchronized across all channels, so businesses can maintain accurate stock levels and provide up-to-date information to customers.
• Advanced tools: Features like self-service kiosks, remote selling, and endless aisle help retailers create a personalized shopping experience for customers, whether in-store or online.
• High performance: ConnectPOS is built to handle high transaction volumes, making it an ideal solution for businesses that experience heavy traffic without risking system slowdowns.

ConnectPOS offers the flexibility needed to drive growth, providing stability and advanced features that support retailers in delivering a unified shopping experience.

Boostmyshop Inventory – Optimized Inventory Management for Magento

Boostmyshop Inventory is a powerful solution designed to streamline inventory management for Magento users. It simplifies stock control and order processing, helping businesses stay organized and efficient.

Key features include:

• ERP functionality: Offers enterprise-level planning tools including barcode management and product aliases for better stock control.
• Real-time data reports: Provides up-to-date insights into stock levels, helping businesses make quicker, more accurate decisions.
• Shipping integration: Connects with transporter software, simplifying the logistical side of order fulfillment and reducing manual errors.

For Magento-based retailers, Boostmyshop Inventory is a reliable choice for improving inventory oversight and operational efficiency.

Magestore – Streamlined Omnichannel Order Processing

Magestore Order Fulfillment simplifies the often complex task of managing orders across multiple channels. It supports multi-store and multi-warehouse operations and follows a clear, structured process to streamline fulfillment.

Key features include:

• Five-step workflow: The fulfillment process is broken down into five clear steps: Verify, Fulfill, Pick, Pack, and Ship. This structured approach helps businesses manage orders more efficiently.
• Multi-location support: Handles orders from various stores and warehouses, facilitating smooth operations across different locations.
• Third-party integration: Works with popular shipping software and other third-party tools, helping businesses coordinate their logistics more effectively.

Magestore Order Fulfillment offers a practical solution for businesses looking to facilitate their order processing while maintaining a consistent approach across all sales channels.

Challenges in Implementing Omnichannel Experience

Omnichannel experience is beneficial, but there are some catches (not just one!) if retailers want to develop one for their business.

1. Data Synchronization Across Channels

One of the biggest hurdles in creating a truly omnichannel experience is the consistent synchronization of data between online and physical stores. Without real-time updates, businesses may struggle to keep track of inventory, customer data, and sales across different platforms.

• Inventory mismatches: Discrepancies between online and in-store stock levels can lead to overselling or missed sales opportunities.
• Customer confusion: Delays in reflecting product availability across channels may cause frustration for customers who expect a cohesive experience.

2. Complexity in Order Fulfillment

Managing order fulfillment in an omnichannel environment is significantly more complex than in traditional single-channel operations. Handling orders across multiple stores, warehouses, and online platforms requires businesses to have a well-orchestrated system.

• Multi-location order management: Retailers must coordinate across various locations to ensure that orders are fulfilled accurately and efficiently.
• Shipping and logistics integration: Seamless integration with multiple shipping providers is essential to handle varied customer expectations for delivery and returns.

3. Fragmented Customer Experience

An omnichannel approach aims to provide customers with a consistent experience, but fragmentation is common when systems don’t work together smoothly. Customers expect to transition between online and offline interactions without noticing any difference.

• Inconsistent branding: Discrepancies between online and in-store branding or service can dilute a retailer’s identity.
• Disconnected customer touchpoints: If customer data is not unified, personalized marketing or customer service can become inconsistent, leading to a less satisfying experience.

4. Technology Integration

Bringing together various technologies, such as POS systems, eCommerce platforms, and CRM tools, can be a complex and time-consuming process. Many businesses struggle with finding solutions that integrate well with their existing infrastructure.

• Legacy systems: Older systems may not support new omnichannel technologies, resulting in compatibility issues.
• Cost of upgrades: Updating or replacing systems to enable omnichannel capabilities can be expensive, especially for smaller retailers.

5. Staff Training and Adaptation

A successful omnichannel strategy requires staff to adapt to new technologies and processes. This can be a challenge for businesses that are used to traditional retail models.

• Learning curves: Employees need to become proficient in using new tools such as integrated POS systems, inventory management software, and customer data platforms.
• Customer service skills: Staff must be capable of providing a consistent level of service across all channels, online or in-store.

Final Notes

Creating a real omnichannel experience is the way to transform how your business engages with customers at every step. The right platforms and solutions are essential for future-proofing your operations. As customer expectations rise, those who adopt a unified approach will gain a competitive edge, strengthen loyalty, and boost profitability. Now is the time to invest in solutions that streamline operations and enhance your brand experience. The future of retail is omnichannel, and those who act now will shape tomorrow’s success.

Ready to elevate your omnichannel experience? Contact ConnectPOS today to discover how our solutions can empower your business.