Cross-channel and omni-channel integration faces three major challenges

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Huang Aizhi, Managing Director of Watsons Taiwan, said, "The e-Chat Health Room breaks the limitations of time and space. There are already 50 pharmacists and health consultants online, allowing thousands of customers to receive more complete health care, bringing convenience and speed to customers." and a secure experience. Watsons is also following the trend of digital transformation and preparing for an uncertain future!”


Watsons vigorously promotes consultation services with professional pharmacists and health consultants, and has deployed multiple contact points. Whether it is online official website, official LINE account or offline physical stores, you can instantly bind and talk to pharmacists.

Watsons has been developing in Taiwan for 37 years, and has invested more than 12 years in digital transformation. In the process of promoting "O+O" offline and online integration, it has encountered many challenges, and system integration is difficult to complete in one step. Huang Aizhi pointed out that "O+O" offline and online integration brings three major france email list challenges: First, integrate offline and online systems to create a seamless consumption experience. Second, establish customer habits for new services, continue to strengthen employee education and training, and ensure that the communication messages delivered to customers are accurate and in place. Third, in response to customer needs, Watsons must continue to evolve internally and adjust talent, platform management models, and systematic resource allocation at any time.

Omnichat Taiwan General Manager Weng Xinhong observed, "Omni-channel channel integration is a common pain point faced by brand companies." During the epidemic, consumers became accustomed to online shopping, and brand companies pushed hard for e-commerce conversion rates. However, since last year, consumers have returned to physical stores for consumption.