The Fast-Moving Consumer Goods (FMCG) industry is facing new challenges as consumer expectations keep changing. In 2023, the sector saw e-commerce sales grow to IDR 57.6 trillion. But with that growth came intense competition, as customers now expect smooth and connected shopping experiences across both online and offline channels. In Indonesia, the rise of digital usage and e-commerce highlights how crucial an omnichannel strategy has become.
Omnichannel technology helps FMCG businesses deliver a consistent experience across all platforms. To succeed, here are three key steps:
Use Data to Understand and Personalize the Consumer Experience
Gathering data from both online (e-commerce, social media) and offline (stores) channels helps businesses understand their customers better. Using first-party data, companies can give product suggestions, promotions, and experiences based on real preferences. This builds loyalty and deeper emotional connections.
For example, if a company sees that a customer often buys healthy snacks, it can offer exclusive deals for related items. This approach boosts the chance of repeat purchases and creates a closer bond with the customer.
Define the Role of Each Channel in the Ecosystem
Every channel has a different strength. Physical stores offer direct experiences, while e-commerce offers convenience. A good omnichannel strategy combines both to meet customer needs at every stage.
For instance, a shopper might read online reviews but decide to buy the product in-store. A solid strategy connects these touchpoints such as offering “click-and-collect” services, where users buy online and pick up in person. When businesses define each channel’s role clearly, they add more value to the customer journey.
Integrate AI Chatbot into the Omnichannel Strategy
AI Chatbot are essential in omnichannel strategies. They can answer questions, suggest products, and solve problems instantly across different platforms.
Whether used on websites, apps, or social media, AI chatbot help ensure a consistent customer experience. They also provide insights into consumer behavior, which can be used to improve personalization.
Bringing an omnichannel strategy into FMCG is vital in today’s market. By using data, knowing each channel’s role, and using AI chatbot, businesses can create better shopping experiences, build customer loyalty, and stay ahead in the industry.
Contact Mimin here to help your business build a powerful omnichannel strategy and offer seamless customer experiences with AI Chatbot.
ABOUT MIMIN
Mimin is a platform that helps businesses create smart, AI-powered customer journeys. With Mimin, you can easily build chat-based interactions and deliver great customer experiences.
The platform supports chat commerce, chat campaigns, customer automation, omnichannel chat, and generative AI chatbot.
Mimin helps businesses improve customer service, build loyalty, and grow stronger relationships.
Learn more by contacting:
Mimin
PT. Admin Pintar Kita
Graha Charis Siem
Jl. Tanah Abang 5 No. 21, Central Jakarta
Phone: +62 856 0322 5212
Email: halo@mimin.io
