• In 2020, the trend of selling on multiple sales channels underscored the need for businesses to establish a presence on every platform.

• In 2022, the trend had shifted towards providing an omnichannel experience, emphasizing a seamless customer journey across all channels.

• As we approach 2024, Unified Customer Experience (UCX) emerges as a strategic approach that focuses on providing a consistent, seamless, and personalized experience to customers across all interaction channels—be it online, in-store, through mobile apps, or social media.

This ensures that customers receive the same messaging, branding, and quality of service regardless of the channel they choose, fostering trust and brand recognition.

UCX also leverages data-driven insights to tailor interactions to individual preferences, placing the customer at the core of the business strategy.

1. Broadcast Center 

Customers desire personalized marketing messages, reminders of sales, and updates on their shopping experience, reflecting your commitment to their satisfaction and laying the foundation for building enduring and meaningful relationships. 

Recognizing the importance of personalized interactions, EasyStore has introduced the Broadcast Center. This feature not only enhances the customer experience but also lays the foundation for building enduring and meaningful relationships.

Key Features:

• Send bulk messages (e.g., promotional, transactional, and customer support).
• Channels include Shopping App, WhatsApp Messenger, SMS, Email and LINE.
• Send activation emails/SMS to new customers, encouraging them to create an account.

EasyStore is the official partner of WhatsApp Business Solutions Provider (BSP). As a BSP, EasyStore has the privilege of being at the forefront of providing powerful features to unlock the full potential of WhatsApp. 

2. Unified Inbox Management

Recent data highlights the importance of channel preference in customer satisfaction. In a nutshell, customers expect companies to communicate with them through their preferred channel, whether it be in person, online, or on the phone. 

Fast responses are also new norm, with 90% of customers considering an "immediate" response crucial in seeking customer support, according to Hubspot research. Recognizing the diverse preferences of customers in communication channels, EasyStore unveils Unified Inbox. 

Key Features:

• Receive and respond messages from multiple channels in a single interface.
• Channels include Live Chat on Website, WhatsApp, Telegram and LINE. 
• Unlock the ability to start conversations beyond the 24-hour limit allowed by WhatsApp.

3. Enhanced Customer Shopping Journey

UCX is centered around seamlessly integrating the customer experience across multiple channels, fostering convenience, and ensuring a seamless omni-channel experience.

From the customer's perspective, UCX is determined by whether businesses provide a connected shopping experience, offer easy access to benefits, and ensure a smooth shopping or checkout experience.

Continuity in shopping, seamless cross-device experiences, and easy customer account access are pivotal. Therefore, we have upgraded the Customer Account Interface to enhance the shopping journey with your brand.

Key Features:

• Passwordless login, buy-again shortcuts, and auto-save address books.
• Quick access to purchase history and previous carts.
• Access member benefits across online and offline channels.

Embrace a more streamlined and customer-friendly account interface, empowering your customers to effortlessly access their details and purchase history with ease.

4. Member App Upgrade 

We've upgraded the member app, making it easier for customers to stay connected with your brand through their mobile phones.

Key Features:

• Pop-Up Notification History: Receive updates on exclusive promotions. 
• Loyalty Program: Earn points and access benefits directly on the mobile app. 
• 24/7 Catalogue Access: Shop anytime and anywhere by accessing the catalogue anytime. 

The member app empowers the UCX experience, allowing customers to enjoy a connected shopping experience no matter where they shop with the brand.

5. POS Revamp: Bridging Online and Offline Sales 

EasyStore bridges the gap between online and offline sales, ensuring an efficient and cohesive shopping experience.

6. More Conversion-Driven Promotion Modules

Customers now expect businesses to be more creative with promotions to engage with them, especially through personalized vouchers that make them feel valued. We've upgraded the promotional tools to cater to a diverse customer base and meet various marketing needs.

New Promotion Modules:

• Birthday Month Voucher: Celebrate your customers' special day with exclusive birthday month vouchers. 

• Welcome Voucher: Make a great first impression by offering welcome vouchers to new customers.

• Customized Voucher: Tailor customized vouchers based on customer preferences and behavior to increase the relevance of promotions.

• Assign Vouchers: Easily assign vouchers to specific customer segments or groups for targeted promotions.

With these new features, businesses can implement targeted and effective promotional strategies, ensuring a personalized and engaging experience for their customers.

7. Backorder Feature 

8. Elevated Product Management 

To ensure customers enjoy a smooth shopping experience with you, we have enhanced product management for you! EasyStore focuses on improving efficiency with features like:

• Set product exclusivity on specific channels.
• Access to 90 days of inventory history.
• Summary dashboard to monitor product performance.
• Advanced staff permission controls.
• ChatGPT-generated product descriptions.
• Inventory transfer capabilities to streamline operations.

With these enhancements, businesses can gain greater control and deeper insights into their product offerings, empowering them to sell and deliver products that resonate with their customers' preferences.

9. New Apps To Enhanced Customer Engagement

EasyStore introduces two new apps to enhance customer engagement. These apps aim to boost customer appreciation and create a sense of urgency, contributing to a dynamic and interactive shopping experience.

• Appreciation Card: Express gratitude and promote your brand with unique QR codes for personalized touches. Securely pack the QR code with the correct parcel, including the order number for easy reference.

• Countdown Popup: Boost sales conversions with a customizable Countdown Popup, creating urgency for timely actions. Drive higher engagement and increase conversions effortlessly on your EasyStore website.

10. 13+ New Themes To Elevate Your Branding

Recognizing the integral role of branding, EasyStore introduces 13 new themes across various updates. These themes offer businesses the opportunity to customize and elevate their branding. 

New Online Store Themes:

• Crunch (Demo Page)

• Sneak Crunch (Demo Page)

• Italia (Demo Page)

• Tunes (Demo Page)

• Milano (Demo Page)

• Beverly (Demo Page)

• MuseDemo (Demo Page)

• Brew (Demo Page)

• Scents (Demo Page)

• Olive (Demo Page)

• Essence (Demo Page)

• Koji (Demo Page)

A visually appealing and cohesive online store not only attracts but also leaves a lasting impression on customers, contributing to brand recognition across different channels.

How UCX-Driven Businesses Stand Out from the Crowd?

Here are some examples:

• Emajie: Emajie, the fragrance connoisseur, offers more than just perfumes. They are a confidence-boosting destination, dedicated to inspiring customers to chase their dreams. Their exquisite fragrances aren't just scents; they are a symbol of self-expression, encouraging individuals to live life with confidence and passion.

• HisBrew Coffee: HisBrew Coffee isn't just about coffee beans; it's a local coffee roastery that provides customers with a daily dose of positivity. It's where coffee enthusiasts can discover high-quality coffee that kickstarts their day with a burst of energy and enthusiasm, setting the stage for a fantastic day ahead.
• AKUDESIGN: AKUDESIGN isn't your typical fashion brand; it's a gateway to a vibrant community of graffiti and street art enthusiasts. They offer a wide range of streetwear fashion that goes beyond mere clothing, aiming to help individuals find their unique identity and fostering a sense of belonging in this creative and artistic world.

Ready to achieve UCX Success?

In the ever-evolving business landscape, customer expectations are high, and adapting to these changes is crucial for success. 

The showcased product updates not only meet these expectations but also empower business owners to navigate the complexities of modern commerce effectively. With the focus on Unified Customer Experience, 

EasyStore's 2024 updates are geared towards not just surviving but thriving in the competitive business ecosystem. Stay ahead, stay unified, and propel your business towards unprecedented success.