Nowadays, merchants have to facilitate, more aggressively than in the past, the convergence of their in-store and their online experiences since consumers have become pain point intolerant. End-customers have new and high expectations when it comes to their shopping experience, whether it is in-store or online. This is why merchants have to adapt themselves on the short term by allowing some use cases such as click and collect, click and return and must facilitate the different points of interaction.
Merchants face to many market and customers disruptions. By integrating it efficiently and quickly, a retailer can take advantages compared to its competitors.
Which are the drivers for a retailer to differentiate its brand?
- Create a seamless experience to be recognized quickly from final consumers.
- Adapt payment means as fast as the evolution of the market and customers behaviors, by accepting local, international and digital payments across all channels.
- Create new concepts like self-service, kiosks in stores, autonomous services popping in the retail environment.
The key for a retailer is to adapt his business quickly and efficiently. To do so, merchants must find partners, including technical partners, to facilitate their journey across online, in-store and new concepts touch points. They have to leverage data to understand how consumers behave and navigate across channels, their preferences in terms of payment methods, how to better recognize them in order to reward them with discounts or coupons, and so on. There are two accelerations to meet clients’ expectations: continue to have a strong customer intimacy by helping them with their choice and guiding them throughout the shopping experience; and accelerate self-service and minimize human interactions. These two opposite angles actually complement each other, but both of them will help consumers save time, especially during the check-out process, which has to be fast, convenient, seamlessly integrated and even invisible. Today, many merchants are still more or less organized in silos, channels being in most cases separated from each other. We can see major potential in simplifying their set-up in order to be seen as OneCommerce from the consumers’ point of view. That is where Worldline helps.
That being said, we can see three main challenges in the short to mid-term for merchants.
The first one is to continue to grow their business, meaning expansion in new markets and new channels. They have to expand across Europe, both in-store and online. They will need to optimize transaction processing, secure it, in order to facilitate and make this convergence a reality.
The second challenge is to increase customer engagement by leveraging digital solutions. Merchants also want powerful payment devices, which are not just only for payment anymore but also points of interaction, making online and in-store payments convenient and customized.
This last challenge aims to create a differentiator during this check-out process, before, during and after the payment. The third challenge is to boost business agility by offering new services, opening new concepts and innovating on the different points of interaction.
Next year, Worldline will participate to the NRF 2020, the biggest retail event worldwide, to help merchants in these matters. During the NRF, Worldline will present concrete live demos, in order to demonstrate the true power of our wide range of services and solutions, including our different payment devices, showcasing different customer and buying scenarios combining in-store, online and digital payment experiences. One of the solutions presented is WL One Commerce Hub, a centralized platform to help retailers to sale across countries and regions for both online and in-store. We will also present some new reporting tools for small and medium merchants through our MyPortal and OneSource solutions. Finally, we will present how to design new customer journeys with our Click and Pay, Click and Collect, Click and Return, Scan and Pay and many other use-cases.
Worldline’s solutions are modular and help merchants, in the current market context, to face these challenges. We can provide end-to-end one-store shop services, combining payment devices, digital solutions, commercial acquiring, alternative payment methods acceptance, data management… but also “à la carte” solutions, where merchants can pick from our wide portfolio of solutions and products.