Firstly, let’s iron out the differences between omnichannel commerce and unified commerce, because while they’re similar they do hold key differences.
Omnichannel commerce allows a business to provide multiple and separate channels to widen and deepen the user experience that they deliver to their customers. These include online, the physical store, by phone etc.
If omnichannel commerce gets a grade A then unified commerce earns an A+ as it goes above and beyond in all areas. Unified commerce is defined as combining these multiple channels and integrates them with customer data and business functions into one platform, all hosted on cloud technology.
Omnichannel allows customers to seamlessly move among your multiple channels; unified commerce lets you stay within one rich and comprehensive channel. Salesforce Commerce Cloud has the tools to build a world-class unified commerce strategy. By removing the limitations on how customers shop, where they shop, and how they shop, they feel a greater sense of freedom and flexibility when it comes to user experience, and provides a customer-first approach to ecommerce.
And what’s the reason for this? Why is unified commerce considered a holy grail? There is a stack of evidence for why it is the ideal commerce strategy: research shows that 80% of customer journeys span across various channels; 79% of customers desire personalized offers, such as based on their previous orders; and that half of customers who purchase in a physical store are influenced by online searching.
Salesforce Commerce Cloud can be combined with the other clouds of Salesforce to create a truly integrated system of marketing, customer service, community and sales, helping to build a first-class customer experience that is personalized, from the storefront to delivery and beyond.
PS: UV is one of the world’s leading Salesforce Commerce Cloud (Demandware) development & strategy teams. Contact us to see how we can work together.