A PIM platform can solve customer experience challenges in digital commerce

You have to stand out. Not only as a brand and with your products, but above all with your service and the experience you offer. A frictionless customer experience across all your channels is the most important thing you can offer your customers. And in these times, it will be challenging, but always think about your customer first. 

The best customer experience

You need to organize your products in the right category, making it easy for the customer to find what they are looking for. Also, you have to make sure your platform is usable on all devices as an online shopper is no longer just using a desktop. Therefore, customer experiences must be contextualized with each channel in mind. But, publishing and synchronizing product data across sell-side channels is becoming more complicated due to growing multiple data formats required across channels. Also, organizations need consistent and accurate product data (every time and everywhere) to fulfill growing customer expectations. This demands standardized product data. What you need is a PIM platform. 

PIM

Adoption of a central PIM platform helps brands create and access a single source of truth, creating a superb user experience with multi-channel consistency, data accuracy, and constant data upgrade and assortment. Here is how a PIM can be instrumental in delivering that.

Visual Commerce

Buyers seek interactions that enable fast product discovery and ensures product quality. Thanks to 2D and 3D technologies, brands can design experiences that allow real-time rendering of products digitally. In fact, some brands exploit Augmented Reality (AR) to display a digital projection of products within customers’ physical space. The immersive product experience assures customers about the product quality; they also know for sure if that’s what they want. Besides providing superior customer satisfaction, a visually compelling interaction improves the conversion ratio. A PIM system manages and displays the rich interactive configuration of complex products. It also filters products based on visual attributes, improving the search experience. The data assets in the PIM information base can be textual, visual, audio, or documented. Users can utilize product images to confirm their orders and even place them verbally. 

Unified Commerce 

As the customer base across channels reaches the saturation point, organizations strive to ensure a continuous experience besides providing a consistent one. Unified commerce enables customers to pick up from wherever they left off on another channel. This frictionless experience makes shoppers feel their needs are being understood and fulfilled, fueling their loyalty towards the brand. With flexible data modeling abilities, a PIM system can create a new product data model within minutes. It also streamlines product-related content and attributes like product availability, price, and promotions across channels. This helps brands to attain unified commerce, providing superior customer experience, which, in turn, grows the customer base. 

Things Commerce

Billions of connected devices are slowly gaining the ability to be potential customers. Machines are evolving from being programmatic executioners of simple tasks to being intelligent and capable of either choosing from multiple options and making a purchase decision or automating purchase based on predefined rules. While major industrial manufacturers have already been offering predictive maintenance to improve operational performance, now such services have also found their way to customer-facing products (such as automobiles). These automated services, on behalf of customers, order products for replacement. This enhances the customer experience by making the reordering process effortless, leading to customer satisfaction and loyalty. Things commerce is changing how organizations conduct business as they have not just humans as their customers but machines too. If done right, it can bring incremental revenue and loyal customers. PIM systems maintain the quality and accuracy of product data. It ensures that the data is fed in a structured manner into digital commerce platforms, which is a dynamic and unified environment. It also ensures smart management and optimization of product data for improved business intelligence (BI) and analytics. They say that humans might forgive, machines don’t. PIM essentially delivers value in that aspect, never unsatisfying the data-based customers.

And that is not all, with a PIM, you can also store a multitude of customer data - segregated on the basis of different categories - and leverage it later to deliver compelling experiences with a humane touch and emotional feel. So, a PIM is also helping you with personalization which can lead to a higher conversion rate. A PIM system that can provide all of this for you is Pimcore. In the whitepaper, Why Pimcore you can read more about the benefits of a PIM system such as Pimcore.