That's exactly what phygital is about. Many brands will already use this strategy, which can yield several advantages for those who apply it correctly.
Have you ever purchased from an e-commerce store and picked it up at the physical store on the same day? Yes? This is a phygital strategy that manages to unite the existing ways that the customer has to buy a product.
This model tends to grow more and more, as online sales occur through virtual stores , WhatsApp, marketplaces , and all these channels must be linked to the physical environment, giving the customer greater autonomy in choosing the purchase for their consumer. And to help you keep up with this trend, we've prepared an article that will help you understand this concept.
Phygital is the combination of two words: physical Buy Email List digital. It consists of a marketing, sales and customer service model that companies use to integrate online and offline sales channels .
This way, we can create a complete customer experience that goes beyond the traditional sales model.
Furthermore, this concept relates to omnichannel, which is a strategy that seeks to integrate the online and offline model of a business. This way, the consumer can easily move between the company's sales and service channels, with the feeling of being more connected .

Due to the change in people's consumption habits, the emergence of digital was necessary. In the past, there were two types of consumers: those who only bought in physical stores, and technology fans who preferred to buy in e-commerce.
Today, this scenario is different, and the same customer can search for a producer on digital and buy it in the physical store, for example: buy on the website and pick up in the store, buy on WhatsApp while inside a store, among others. others.
In general, this model ensures competitive advantages for the company, as it ensures that points of sale and after-sales are connected.
What are the advantages of this model?
Now that you know what phygital is and why this concept emerged, let's check out some of its main advantages.
1- Able to expand the customer base
It is possible that your current clients are not yet adapted to the technologies used in the phygital. If you invest in this concept, you will be expanding your audience to all those who fall into the omnichannel consumer category.
And those customers who do not adapt will not have any consequences and may even adapt to this new concept. This way, it will be possible to increase revenue and evolve the business .
2- Better customer journey
In a traditional model, where the customer comes to your store in search of a product, you will most likely not be able to find out how they found out about the brand, unless you ask.
However, if your company is digital and uses the correct strategies, it will be much easier to track the customer throughout their entire journey , understanding the type of audience, their interests, and what their journey was until making a purchase on the website.
In addition, with the ease of complete access to information, it will be possible to draw many insights , create strategies and act to increase your sales, all in a more assertive, simple and easy way!
3-Recognition
Imagine that you are a person who loves technology and is used to using social media, WhatsApp and e-commerce to make your purchases, but you love buying gifts in a store in your neighborhood that doesn't have any of that.
Over time, the store creates an online catalog and starts selling via WhatsApp and e-commerce. I bet it will generate great recognition for you, as the establishment is committed to innovating with great professionalism. And of course, it expanded its customer base even further.
4- Loyalty
As a consequence of all this, we have customer loyalty. Innovating your sales and customer service processes will add more value to your brand and build customer loyalty.
Buying online and picking up in store, buying via WhatsApp and after a few minutes being at your home or being attended to by virtual support, will undoubtedly make customers want to have the experience again .
Why is this adaptation important for your business?
When a store is not prepared to meet a customer's expectations digitally and physically, good sales results cannot be expected. As you can see, the omnishopper behavior is quite versatile. In this way, it is necessary to anticipate and prepare your marketing and sales processes in order to “attract” and retain customers from start to finish.
Imagine that a customer is on your store's website and chooses to click and send the product. In this case, having a product in a physical store is of little use if the product cannot be purchased via e-commerce.
In order for the phygital and the e-commerce revolution to take place, it is necessary to invest in some solutions that we will see in more detail in the next topic. It is possible to optimize the way of selling and serving customers in different channels. So there are a few ways to do this.
1-Service chat
Having a customer service chat is essential, it can even be done via WhatsApp, to bring the consumer even closer to the brand .
In this way, it is possible to clarify doubts at any time, uniting the digital operation with the physical one.
In addition, it is also possible to invest in a chatbot, which is a virtual assistant that guarantees customer service, no matter where and when the contact is made.
2-Buy on the website and pick up at the store
Perhaps this is the main example of uniting the digital operation with the physics of a store. It is very convenient and efficient for consumers to be able to buy something online and then pick it up in the store shortly after. Furthermore, it is often not even necessary to spend money on shipping.
Technological solutions must also be implemented to ensure that you have your customers' information and can act in the right way to increase sales.