6 Revolutionizing Technologies That Are Changing The World Of eCommerce
Technologies have been an integral part of development in the field of eCommerce. It has not only expanded the scope of eCommerce but also has made it more safe and easy for use. And more importantly, the ease of use works both ways – businesses and clients alike.
But in recent times, most of the advancements aimed at addressing customer satisfaction. Customers spend most of their time online now and a huge chunk of this time is spent in shopping. Everything that a man may need in his life can be bought online and he can get it delivered to his doorstep. Naturally, the new technologies are working hard to smoothen the entire process. Below are a few technologies that have made a huge impact on the growth of eCommerce in recent times.
#1 Omni-Channel Support
By now, most businesses support their customers in multiple channels – emails, text messages, video support, etc. But this system is lagging in providing a wholesome experience to the clients. The problem is that the support teams handling each section may not be well-connected amongst each other. This way, if a customer switches the channel, he may require to start the entire process of inquiry or grievance afresh.
But with omni-channel support, all these platforms of communication are interconnected. Hence, the customer can easily switch between channels as is convenient and the support team will be able to help him better since they will have a clearer picture of the client’s query. This will include video chat, screen sharing, co-browsing, etc. along with traditional texting, emailing, and image sharing.
#2 Profound Customization
Handmade gifts gather the best of gratitudes. But even when you cannot make everything by hand, you surely can still give your products a personal touch that speaks the user’s personality louder.
Personalization of products has become the biggest trend in the world of eCommerce. It is true statistically true that customers are more likely to discard a product that they cannot customize for size, shape, color, or design. At the same time, it is not just the products that need customization; customers also expect personalized care when it comes to customer support.
Some brands allow their customer to personalize or even design their own product from a template. While it is not possible for every business to go that far, there are still certain things that you can do to give your customers a personalized experience. There are technologies that can keep track of each user’s age, gender, culture, locality, preferences, behavior, and affiliations. Based on those parameters, you can offer them personalized products or discounts or, at least, better customer support. Now, how far you want to customize the experience for your customers is up to you. But needless to say, the more the better.
#3 App Store Optimization
There has been a major shift from desktop to mobile among internet users. At present, more than 80% of online shoppers are mobile users. Hence, mobile optimization is not an option any longer, it’s a must-have if you are to flourish as a business. Some of the new businesses are workin0g solely on mobile platforms with their mobile application. They have directed their main focus to m-commerce and care less about their desktop site, if any.
If you do not have a mobile application or your website is not optimized for mobile users, you surely are lagging. Once you make this optimization, you will experience a surge in the sale. However, it is not as simple as it seems. Mobiles come with very different screen sizes and in your coding, you have to accommodate for all screen sizes.
VR and AR are also gaining much popularity. These features allow the customer more real-life experience, close to how they would have experienced if they were to visit a traditional shop.
#4 24-Hour Live Chatbox
One of the biggest benefits of having an eCommerce store is that there is no window of time for your customers to adhere to; they can shop in any time, at any place. But, since online shopping does not provide the users with hands-on experience, they tend to have some queries in their transaction journey. Naturally, they reach out to the seller. Now, if the seller is not available 24/7, the benefit of being ‘open’ 24/7 becomes limited.
This hindrance can be overcome by introducing a 24-hour live chatbox. The chatbox can be supported by a chatbot initially to solve tall the frequently asked queries. But after that, the user may need more personalized responses. At this point, a support executive can help out the customer. this arrangement does require some investment, but it can go a long way in increasing customer satisfaction and, thus, driving sales.
#5 Image Search
Image search technology allows a user to search for a product using the image of it. This is especially useful when a user comes to learn about a new product but isn’t aware of its nomenclatures or its functions. If a customer like a product or simply likes the design or functioning of a product, he can simply click a picture of the same and use that picture to find out where he can buy one for himself. He can use this image to compare prices, quality, variations, and availability.
#6 One-Step Checkout Process
One of the major bumps that retailers fact when it comes to the sale, is cart abandonment. And the main reason for cart abandonment, statistically, is the lengthy and complex checkout process. The one-step checkout process was first introduced by Amazon and now has been taken up by Magento as well.
Integrating the one-step checkout process can reduce your rate of cart abandonment exponentially. In this technology, the user can either sign up/sign in or checkout as a guest user. Either way, there are benefits – a user who wishes to visit just once, will not have to go through the process of signing up unnecessarily; again, a returning user does not have to take the trouble of filling up redundant details like shipping address, billing address, name, contact information or even payment details. The technology saves the preferences of the customer to make the checkout process fast and easy.
So, have you integrated these features in your eCommerce store yet? Is there a hot & crisp technology that’s helping you boost your business? Let us know in the comments below.