Direct customer contact, product data records in the millions and hundreds of marketplaces: no matter whether they produce sneakers, tools or agricultural machinery, manufacturers have to overcome a wide variety of challenges when it comes to digital commerce, all while still keeping customer service in focus. So, what can help? Best-in-class software solutions from a single source.
Nowadays, many end customers want to buy directly from the manufacturer. This is a great opportunity, but at the same time, D2C trading comes with some new challenges. The websites of companies that want to put their efforts into D2C should ideally feature the entire product range, all products should be available to order at any time and the data for the products on the online shop must be diligently maintained.
The increased demands placed on the industry also come with regulatory issues, such as data compliance and certifications. Whether B2B and B2C, data must be continuously updated. This also applies to customer data, which is crucial for a successful customer journey.
Source: 2022 Consumer Trends Report by Capgemini
Make pain points into gain points
In addition to their own websites, nowadays manufacturers should also be active on the relevant marketplaces if they want to increase their reach and turnover in the long term. Keeping quality consistent when it comes to product data plays a key role here too. Large, international marketplaces also have their own interfaces, APIs and processes.
D2C involves much more than just trading in products. Well thought-out “Direct to Customer” business also includes competent customer service, which is fundamental to the customer experience. What used to be dealt with by sales partners is now what customers expect from the manufacturers themselves, and across all touchpoints, with consistent responses to all kinds of queries to boot. Intelligent solutions are needed to ensure that omnichannel communication works properly, even when there are thousands of queries per month, without costs shooting up for the manufacturer.
novomind iPIM makes it possible for an entire array of product data to be properly managed and maintained. The right product data management helps to meet requirements across all touchpoints and for all groups of customers.
The innovative, modular real-time shop system for growth-oriented B2C and B2B companies in omnichannel commerce. novomind iSHOP supports medium-sized and large companies with setting up digital sales areas and is fully multi-client capable, even for the complex requirements of the industry: it supports different countries, languages, currencies, stores and channels. novomind iSHOP combines all the important features for successful online retail on one platform.
We go above and beyond: we unite digital commerce with customer service, offering a comprehensive range of services to companies who are active on the market. In this way, our novomind iAGENT contact centre software improves customer service processes over the long term. AI classifies customer queries and, for example, helps prioritise them with chatbots, taking some of the workload off agents’ shoulders. Together with dynamic omnichannel routing, we enable real-time service.
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