The global pandemic caused a major shift in the way retailers can engage with their shoppers. With stay-at-home orders and worldwide quarantines, brands could no longer rely on store interactions and events in order to keep their audience in the know, and instead have had to shift much of their customer engagement efforts to remote channels like email and text.

But with every retailer forced to make this shift, how can you stand out? How can you get – and keep – the attention of your target audience?

The key is engagement. Customers want an immersive shopping experience that's consistent and adaptive. In other words, they should get the same experience online as they would in-store. Omnichannel retail software makes this consistency possible, encouraging customers to stay in touch with your brand via new channels when the store is not readily accessible.

Another trend in retail revolves around the new ways your customers are discovering brands and products. Social media has played a major role in product discovery since platforms like Facebook and Instagram make it easy for your audience to enter your ecosystem and connect with your brand.

However, social media tends to impact customers higher up in the funnel – while high social engagement is important, it’s also important to find the right technology solutions that let you convert that engagement into sales.

There are also new ways to buy, and this retail industry trend is driving the adoption of technology that supports various payment options, and even timelines. You used to only be able to check out online by entering your credit card, but e-commerce sites now allow you to link your PayPal, ShopPay, Amazon Pay, and Apple Pay account so that check-out can happen with just one click.

The trend here is convenience – customers are more likely to purchase products when they don't have to get up and grab their wallets to enter their credit card information and when they feel that the payment methods available are extra safe.

But a new player in the checkout space is the “buy now pay later” option, which allows customers to pay for items in installments. The emergence of solutions like Affirm and AfterPay are giving shoppers even more ways to buy. Indeed, some of these solutions have even become available as an option in-store! By implementing one of these apps at your omnichannel brand, you’re allowing customers to increase their total spending without requiring them to take on more debt. The more options you give your customers, the easier and more convenient it will be for them to choose you over your competitors.

As important as technology may be in retail, the human element is still needed. Although the ways you sell might look different, do not underestimate the power of your retail associates!

Your customers may not have enough knowledge to choose the best product for their needs, or simply require more information before they feel comfortable making a purchase – especially if they are shopping online. Implementing sales software that lets associates provide this support online or over preferred channels like email and text will boost your bottom line, increase brand loyalty, and improve the customer experience no matter where your audience chooses to purchase.

The opportunities are endless with the right tech. Think virtual appointments, online fitting rooms, and other unique moments along the customer journey that your sales team is in a unique position to personalize – even if it is not happening in your physical store.

One of the most important considerations when it comes to finding a new tech solution is connectivity. You likely already have a point-of-sale system, e-commerce platform, or other marketing apps that you rely on to manage your day-to-day.  

Make sure that the software you choose integrates with your existing solutions so you can maximize the benefits! The worst thing that could happen is that you purchase an expensive system that has tools you can’t use – all because they don’t connect to the rest of your technology.

When you review a new tool, consider how user-friendly it is. Think about the team members that will be using it – is it just for one department, or does the entire organization need to access it?

You want to avoid installing a system that is going to be tough for employees to learn. A solution that’s tricky to pick up quickly will reduce productivity and lead to frustration, so the best options are tech solutions that resemble how your team already is used to accomplishing their tasks.

Similarly, if the store software is easy to use, you can implement it faster and get the benefits sooner!

Price and ROI should be considered with any major business decision, and implementing a retail software system is no different. However, there is a lot more that goes into this analysis than just the price of the new tech.

Start by looking at what you are already spending on your current tech solutions. How does the price of the new option compare to everything else? Will the benefits of the software outweigh the expense, and how quickly will you start to see a positive return on investment?

Consider how the new tool will help you save time, boost sales, or increase productivity. Based on these factors, you can determine the value it will bring to your organization and decide on whether the cost is worth it.

Implementing new retail technology is a process that requires time, effort, and money. If you are going to invest significant resources into something new, make sure that it is scalable.

For example, does the product have features that can grow and adapt alongside your business? Will it support your team today, tomorrow, and five years from now?  

The goal is to choose a retail software solution that can meet your immediate needs while also allowing room for growth. The price should scale as well, because a product may not be as attractive once you can no longer take advantage of the freemium option.

Regardless of how many features a system has or how comprehensive the software may be, there will always be questions or problems that arise. When these come up, you’re going to want reliable tech support that your business can take advantage of.  

This support is even more necessary if your team is working with a new type of technology. Figure out what support is available and what service you will receive at various stages of usage. Doing so will help you avoid any unpleasant surprises down the road.