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In case of emergencies or breakdowns, you can send an SMS to our emergency hotline

On-call phone (SMS only)

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Send an SMS with the following information:

  • Your name and webshop
  • Description of the problem
  • Your callback phone number

Notes: This service is only for critical situations where your webshop is down or has serious problems. For regular support, please use our normal support channels.

Omnichannel

Omnichannel is a strategy where you provide a cohesive customer experience across all sales and communication channels - webshop, physical store, social media, email and customer service.

What is omnichannel?

Omnichannel is a customer-centric approach where all your channels work together as one cohesive system. The customer should have the same experience and the same options whether they shop in your online store, in your physical store, via Instagram or contact customer service. Data and context follow the customer across channels.

Omnichannel vs. multichannel

  • Multichannel: You are present on multiple channels, but they work independently. Webshop, store and email are separate silos, each with their own stock status, customer data and experience.
  • Omnichannel: All channels are integrated. The customer can start a purchase online, pick up in store, return by mail, and you have full visibility every step of the way.

Omnichannel in practice

Examples of omnichannel experiences:

  • Click & Collect: Customer orders online and picks up in store.
  • Shared customer profile: The customer's purchase history, wishlist and loyalty points are available in all channels.
  • Shared inventory: Stock status is synchronized - the customer can see if the item is in stock online and in store.
  • Flexible returns: Purchased online, returned in store - or vice versa.
  • Consistent communication: Emails, SMS, push notifications and social media coordinate messages.

Benefits of omnichannel

  • Better customer experience: Customers choose how they want to shop and experience no friction when switching channels.
  • Higher customer loyalty: A cohesive experience creates stronger customer relationships.
  • More touchpoints: The more channels the customer interacts with, the more likely they are to buy.
  • Better data: Aggregated customer data provides deeper insights and personalization opportunities.
  • Increased sales: Customers who shop across multiple channels typically buy more than customers who only use one channel.

Challenges to overcome

  • Technical integration: All systems (webshop, POS, ERP, email, warehouse) need to talk to each other.
  • Data synchronization: Inventory, prices and customer data must be consistent in real-time.
  • Organizational: Requires teams to work across channels instead of in silos.
  • Investment: Omnichannel requires investment in technology and processes.

Omnichannel for webshops

Even without a physical store, you can think omnichannel. Integrate your webshop with social media (Instagram Shopping, Facebook Shop), email marketing, customer service (chat, phone) and any marketplaces. Make sure the customer has a consistent experience wherever they encounter your brand.

We know online marketing in Shoporama

We've been working with online marketing ourselves for decades. As the only shop system in the country, we have spoken multiple times at conferences such as Marketingcamp, SEOday, Shopcamp, Digital Marketing, E-commerce Manager, Ecommerce Day, Web Analytics Wednesday and many more.

See the full dictionary