Top 5 Omnichannel Retail Brands In India

Is your omnichannel retail brand rocking its presence and sales on its app, website, social media, and offline stores

Awesome! 

Now, imagine multiplying your sales and growing your customer base on every single one of those channels. Sounds great, right?

But wait, there's more! 

We know you’re not just aiming for more sales and new customers. You also want to keep your existing customers hooked and keep buying more from you. Right?

While going omnichannel was the first big step, acing the omnichannel ecommerce game needs a strategic approach, seamless integration and consistent customer engagement. 

Ready to take your brand to the next level? Wondering how to go about it?

Let us find out.

How Top Omnichannel Retail Brands in India Hacked Growth

Building a successful omnichannel ecommerce growth strategy requires a lot of effort along with multiple experiments, iterations and optimisations.

But there also exists a SHORTCUT to this time-consuming process!

You guessed it!

Why reinvent the wheel when we can learn the lessons from the brands that already struck gold?

Let’s leverage their strategies and success hacks and align them with market trends to build a stellar strategy for your enterprise. Ready for the move?

Let us begin by understanding the latest omnichannel trends :

Omnichannel Retail Trends

• $5.36 billion was the value of the global omnichannel retail market by 2023 end
• 4X forecasted growth in omnichannel retail from 2024-2032
• 3.5X higher engagement rate is noticed with omnichannel
• 250% higher purchase frequency for omnichannel brands
• 89% is the customer retention rate for brands with omnichannel strategies 
• 4-6 channels browsed by average buyers before finalizing a purchase
• 50% of users browse 3 channels before closing a big ticket purchase
• 73% expect the same experience at every touchpoint
• 30% higher lifetime value of omnichannel shoppers vs single channel buyers

Source: Harvard Business Review, CZ, Intelligence Node

Takeaway: Omnichannel is the way to go for brands planning to revamp their strategies and accelerate their growth and  Brands who have rapidly acknowledged this new omnichannel trend by revamping their current strategy, are the ones with 10 times higher conversion rate and sales.

Top 5 Omnichannel Retail Brands in India

Want to know the top brands with the most powerful omnichannel retail strategy? In this section, we are going to reveal omnichannel brands who quickly adapted to omnichannel trends and exponentially multiplied their brand reach and profits. Let’s explore them:

1. Nykaa

Nykaa is the leading Indian fashion marketplace that is omni-present across online and offline channels. By creating multiple customer touch points, Nykaa saw significant growth in its revenue and profit margins.

Nykaa’s Omnichannel Retail Strategies 

• Their omnichannel strategy starts by widening their marketing channels and connecting these channels with websites and apps. Nykaa curates unique omnichannel content for each type of channel such as— 
• Beauty Book articles, Editor’s Choice widgets and Buying Guides for app and website users. Beauty Book attracts 7.5M views and 4 lakh visits/month. Nykass also crossed 10 million visitors/month in Dec 2023.
• Web series, educational brand collaborations, YouTube make-up masterclasses and tutorials for Youtube and Instagram. 
• They introduced virtual try-on technology on omnichannel ecommerce touchpoints that uses an advanced face tracker algorithm that detects lips, eyes, cheeks, and hair and applies virtual cosmetics, to give a real-time, true-to-life view of the products.
• They also introduced a Routine Finder, which is a comprehensive skin, hair and wellness tool that allows customers to build a beauty regimen with recommended products. This initiative notices 15,000 visits per day across all platforms, of which 90% are through the App users and 10% are websites.

2. Pepperfry

A popular option for home decor, furnishing, lighting, and mattresses, Pepperfry is India’s largest online furniture marketplace. Their omnichannel strategy revolves around serving their huge customer base via online channels as well as concept-based retail studio outlets, rightly leveraging the omnichannel approach. 

Pepperfry’s Omnichannel Retail Strategies 

• Pepperfry opened 200 offline franchise stores in 100 cities to ignite store footfalls as well as create multiple touch points for omnichannel shopping. This strategy alone garnered them an increased 45% conversion rate.
• Their franchise stores offer live video calls, customer support and consultation to customers to enable a direct and personalized interaction with customers. 
• For customers who first land on their site, they have integrated augmented reality technology including 3D visualizations, virtual try-ons and product demos. This made their customers to visualize how the products will look in their own homes. 

3. Mamaearth

A natural skincare brand Mamaearth’s also opted for omnichannel ecommerce. 90% of Mamaearth’s sales are through online channels, and 10% through offline stores.

Mamaearth’s Omnichannel Retail Strategies 

• Their first non-owned channel in their marketing media mix is Social Media. They sell directly on Instagram and Facebook— since their target audience, millennials relate to Instagram extensively.
• Then they also got onboard with online marketplaces like Amazon, Nykaa, Flipkart, and Myntra.
• From multi-channel, they shifted to the omnichannel trend by opening retail stores in 100 cities in India— for more brand visibility and sales opportunities. Currently, Mamaearth is available in over 1,20,000 owned as well as partnered retail stores across India.

4. Lenskart

Lenskart is disrupting the entire Indian eyewear segment by adopting omnichannel ecommerce trends and strategising to influence next-generation omnichannel buyers. 

Lenskart’s Omnichannel Retail Strategies 

• It has grown its offline presence by adding 250 stores per year. So that online customers can experience the products before purchasing. Currently, they have more than 1400 retail stores across the country
• To bolster their omnichannel efforts, they also created a 3D virtual trial room that allows customers to feel like they are in a physical store when experimenting with various styles of spectacles. Buyers can click a selfie through their webcam, and pick out glasses that best suit their face through a 3D feature.
• Their consumer can shop at a brick-or-mortar store and can return the order through any digital storefront (apps/desktop website/mobile website) and vice-versa.

5. Myntra

Myntra takes the coveted spot of India’s largest fashion marketplace with a consistent traffic of over 60 million monthly visitors on its website during peak months. The online fashion store boasts of 7000+ brand partnerships and a significant brand presence across various channels. 

Myntra Omnichannel Retail Strategies 

• Myntra partnered with large offline brands to create an omni-channel experience. They leverage their inventory in the stores or the consumer experience that we have in the stores to direct the traffic.
• They introduced ‘Myntra-Mall’, enabling shoppers to experience their favourite brands’, Official Brand Stores (OBS) on its app. The concept replicates the offline mall experience, where shoppers choose to enter the brand stores for an immersive experience, with the convenience of being online.
• Following the omnichannel trend, Myntra also leverages capabilities of AI and AR  to allow customers to use their cellphones' camera get inputs on their fashion choices.

Become a Profitable Omnichannel Retail Brands with StoreHippo

StoreHippo omnichannel ecommerce platform comes with 360-degree solutions for brands planning to go omnichannel. Here is why enterprise brands should choose StoreHippo to build a seamless, unified, muti-channel strategy to get connected with their customers across multiple touchpoints:

1. Build Lightning-Fast Mobile Commerce Experiences 

Fact: “When customers shop in store, they use mobile apps to find discounts, better deals, do price comparisons and watch online product videos. 

With the prominence of mobiles in shopping, mobile has become a compelling omnichannel shopping channel. StoreHippo m-commerce solutions help you retain and grow your customer base, experiment with your marketing, reduce your go-to-market time and boost sales. 

• Mobile-friendly themes: With a fully customizable platform like StoreHippo, you get a rich collection of 100 professional-looking and customizable themes. So that you can build and design a conversion-friendly app and sites.
• PWA Site: Reach out to a wider audience and grow your traffic Transforming your online store into a Progressive Web App (PWA). The best thing about PWA is that it even works under low to no internet connectivity. With inherent capabilities, PWA promises better customer engagement, increased conversion, and retention rate.
• Mobile Apps: By using StoreHippo mobile app builder, you can build your Android and iOS mobile app to retain buyers and increase customer LTV. Apps can also be integrated with Facebook, Twitter, Instagram, and other social media sites. That means with a single tap, customers can easily share your app or experience with their network. 
• Mobile Payments: For frictionless checkouts, StoreHippo ecommerce platform offers seamless integrations with more than 60 payment gateways. You can activate multiple mobile payments like UPI and wallets. The COD and Offline Payment support is also provided, so that you don't miss any potential customers.
• Push notification: Use in-app push notifications to send personalized offers in real-time and gently nudge your customers towards conversions. 

2. Deliver Delightful Omnichannel 

An omnichannel experience requires brands to use multiple channels to create a seamless buying experience for their customers. Therefore, you need a content management system to deliver an omnichannel retail experience. 

StoreHippo empowers brands to sell omnichannel with headless commerce solutions. Headless offers them agility and helps them move faster, thus breaking free of the rigidity of traditional software. The technology enables brands to implement quick fronends using the same backend logic and APIs for exploring new markets/channels. 

Benefits of StoreHippo Headless Architecture

• Enhanced digital experiences for buyers
• Better creative control to keep pace with changing customer demands 
• Personalized buyer journey 
• Higher conversions rates
• Effortless buying experience on all devices and channels

3. Offer Omnichannel Customer Service  

Fact: 72% of customers expect the sales rep to know their issue and purchase history, when interacting with them. 

To meet this expectation, you need to adopt an omnichannel support approach. With omnichannel support, you can offer support on numerous channels and can record their interactions. StoreHippo omnichannel ecommerce platform lets you integrate multiple customer service channels like — 

• Messenger apps like Whatsapp Messenger
• Social Media Channels
• Chatbots or Live chats
• Emails
• Third-party phone support software
• Web Feedback Forms across your site

Once you integrate these channels and customer support tools to your omnichannel ecommerce site/app, you can seamlessly handle customer issues across channels and can transfer the chat from one to another channels. 

Bonus: StoreHippo provides live chat integrations. You can add a chat service either from our available chat tools or by adding your custom chat solution. 

4. Omnichannel Order Fulfillment

Storehippo has an omnichannel order fulfillment solution for retail ecommerce brands i.e. you can sync your orders from all channels and omnichannel fulfillment solutions using StoreHippo’s logistics, multi-store and delivery boy management solutions.

StoreHippo’s integrated logistics solution lets you deliver to 27000+ pin codes in India and 220+ foreign countries. You can manage and sync orders from multiple channels like online marketplaces, online stores, mobile sites and apps etc — on a single automated dashboard.

Plus, you get ability to offer omnichannel fulfillment options to your customer, such as: 

• Buy Online, Pickup In-Store- build multiple hyperlocal stores managed by a central admin
• Buy Online, Pickup In-Store (BOPIS) – ship to store from distribution center
• Buy Online, Ship from local store to home using delivery boys of local store
• Buy online, Return/Exchange in a nearby store

Pro Tip: Offer in-store pickup to motivate customers to visit your store. For customers, they receive fast and free shipping. While your business can save on shipping costs, build strong relationships and boost order value.

5. Inventory And Order Management 

StoreHippo’s built-in order and inventory management solutions help in accelerating your omnichannel ecommerce growth with its  automated stock management, purchase order management, omnichannel order processing, and real-time inventory tracking. 

With inbuilt reporting, you can get detailed reporting on sales, inventory, out of stock items, open and fulfilled orders, orders from various channels, product trends, and other insights. You can even integrate your ERP, logistics solution, warehouse software and accounting softwares for accurate inventory and order management. 

Benefits of StoreHippo Order Management System 

• Avoids overstocking 
• Reduces the dollars spent on holding stocks
• Better demand Forecasting
• Accurately fulfill orders with the least error
• Streamline operations

6. Strengthen omnichannel retail With the power of AI

Just like Lenskart and Nykaa, you can also accelerate your growth by leveraging AI. Artificial intelligence is being utilized by top omnichannel retail brands to provide chatbot services, filter fake reviews, recommend relevant products and provide personalised services to online buyers. 

To make you more competitive, StoreHippo allows you to integrate your chosen AI solutions and utilise AI’s advanced capabilities as illustrated below:

• Product recommendation: Personalizing your ecommerce store via relevant product recommendation, creating personalized homepage feed, shooting relevant emails and push notifications, customize price based on buyer’s loyalty/purchase frequency, run remarketing ads, etc.
• AI Chatbots: You can integrate AI powered chatbots with your online stores to recommend products, discounts, or other offers in a relevant manner and least efforts. Chatbots are a low-cost way of providing 24/7 customer service and collect valuable data and track user behavior.

Conclusion 

From adding new touchpoints to ensuring stock availability across channels, to offering personalized marketing and enabling flexible deliveries to customers - handling a multichannel presence can be a colossal task for your enterprise. That’s where omnichannel ecommerce solutions reduce the challenges and help you build a strong presence across phygital channels.

Just like the above brands, you can also build your multi channel presence and deliver superior customer experiences while seamlessly managing operations, marketing promotions, and analytics with the best omnichannel ecommerce platform StoreHippo. 

Along with omnichannel ecommerce solutions StoreHippo also supports a variety of business models like multi vendor, multi store, hyperlocal commerce, B2B, B2C, D2C, B2B2C and any other disruptive hybrid model. You can easily pivot to a hybrid business model across customer touchpoints and leverage the benefits of omnichannel trends.

Get started with a 14 days free trial to experience StoreHippo’s omnichannel capabilities in real-time. 

FAQs

1. How can I start implementing an omnichannel strategy for my enterprise brand?

Ans: Since every enterprise business is unique so their omnichannel ecommerce transition journeys will also be different. However, irrespective of the industry and business size certain fundamentals remain constant when establishing your brand’s presence across touchpoints.

 Here is a 7 point-guideline to help your business go omnichannel in a hassle-free manner:

• Leverage data analytics to understand customer behavior, buying trends and expectations
• Identify and build new touchpoints that align with your brand’s goals and target audience
• Design a strategy that offers a seamless and consistent customer experience across all touchpoints
• Look for an omnichannel ecommerce platform that provides agile solutions, scalability and flexibility to create a resounding omnichannel presence
• Ensure the platform not only provides ecommerce solutions but also helps in creating unified customer experiences across channels
• Go with an omnichannel platform offers seamless integration with your existing systems
• Streamline and consolidate all customer touchpoints into a common central dashboard for efficient management of inventories and orders across channels

2. What features should I prioritize when selecting an omnichannel ecommerce platform for my business?

Ans: Going omnichannel is a big transition for your business. To ensure that you choose the best-fit solution for your business look for the following in your omnichannel software for ecommerce:

• Ability to create new customer touch points quickly
• Scalability so the platform accommodates your business growth
• Gamut of built in features to manage the business across channels easily
• Seamless integrations with your existing and new software and service providers
• Built-in design tools to create, enhance and update design themes and overall design across all the touchpoints
• Easy and quick customizations to build personalised buyer journeys across channels
• Capability to build mobile sites and apps as mobile is the most used touchpoint in omnichannel commerce
• Support for multilingual solutions to target domestic and international buyers in their native language
• Ability to customise checkouts by offering multiple payment channels on all touchpoints
• Built-in and easily integrated marketing tools support for growing the brand through marketing

StoreHippo omnichannel ecommerce platform provides all the above features to help enterprise brands add new touchpoints easily.

3. How much time will it take to create new mobile touchpoints for my omnichannel enterprise brand?

Ans: Bands planning to strengthen their omnichannel presence might require anywhere between 6-9 months from planning to development, testing and launch of mobile apps for their business. However, with mobile first ecommerce platforms like StoreHippo you can develop and launch your Android and iOS apps in a few weeks without any additional coding or extra charges.

Here is what you get with StoreHippo omnichannel solutions:

• Quickly build and launch your brand’s iOS and Android apps
• Turn your store into PWA to reach customers even in areas of low internet connectivity
• Get admin mobile apps for vendors and your admin teams to run the business on the go
• Get delivery boy management app to manage your vendors team of delivery boys for hyperlocal deliveries

4. Will building new customer touchpoints to go omnichannel be a timetaking and costly affair?

Ans: Depending on the ecommerce platform you choose, going omnichannel can be expensive or cost-effective. If you go with a monolithic solution you will have to rewrite the backend code and also design the frontend from scratch.

However, with omnichannel ecommerce solutions like StoreHippo, built on the decoupled headless architecture,  you can build new touchpoints using the same backend logic and APIs. All you need to do to create a new touchpoint is create your new front end and use APIs to connect with the same backend.  

StoreHippo not only offers a cost-effective omnichannel ecommerce platform but also reduces the go-to-market time significantly.

5. How much time will it take to implement personalisations across different omnichannel touchpoints?

Ans: The time taken to implement personalisations varies greatly based on the personalisations you plan to implement and the omnichannel platform you are using. Brands using StoreHippo get certain built-in features to implement personalisations like the discount engine, abandoned cart follow-up, wishlist, dynamic marketing landing pages etc.

For advanced personalisations, StoreHippo offers customisations on a pro rata basis which is charged on top of subscription costs.