Ecommerce is at an all-time high. Lockdowns, travel bans, and retail closures have forced consumers online, and the retailers have had to go online to keep trading. However, not all e-commerce newbies had the infrastructure in place to deliver a world-class customer experience.
To better compete with marketplaces and retail giants, some brands are also investing in richer, more personalised experiences. Humanising their brands helps in better customer retention, and guest to customer conversion rates.
We have found that consumers worldwide are buying items rarely purchased online before the Covid pandemic, like groceries, health and hygiene, and home essentials. The pandemic has amplified the consumers’ desire for convenience and immediacy. With the pandemic the future of retail has altered the way people shop, it has unlocked the future of retail offline-online innovation. It has allowed consumers to buy anything, from anywhere and direct to their door!
Never has the consumer expected more of businesses. Not only do shoppers want to buy online, but they also expect it to be fast and convenient. 75% of consumers say they have tried different online brands during the pandemic, and 60% expect to integrate the new brands and the high street stores they used post-Covid.
It is also possible these behaviours will persist, but not to the same degree as during the pandemic. In Italy, 60% shopped online during the pandemic, but 10% were satisfied with the experience, while Finland is adamant they will continue online! Chief executives around the globe say digital is here to stay, the shift to e-commerce is structural, and consumer behavioural changes are permanent.
Both the in-house and online customer experience is so important to the success of your business. Hiring amazing sales assistants in-house who can guide your customers through the sale process can alleviate any stress customers may feel. Optimising your sales process online to consider what a customer would expect is super important for your online store. So, you need to have the same amazing sales assistants but in virtual form.
Did you know:
88% of online customers are less likely to buy from companies, that leave their social media complaints unanswered
40% use their mobiles device to conduct research prior to making a purchase.
51% of online shoppers have brought from a brand other than the intended one, because of the information provided at the time of purchase. This was through different channels i.e. Live chat, Social Media, email or website.
What is the future of the e-commerce industry?
Removing things from your to-do-list means you’ll have more time in your day; more time to focus on growing your business! Here’s just a few of the tasks we can take off your hands to lighten your load:
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Suite 7, Rookery House, The Guineas, Newmarket, Suffolk CB8 8EQ