The new year is only a couple of weeks old, so there is a lot ahead in 2019 for the eCommerce world. The new year is often a time for reflection on things from the last year and things to come in the next.
There are several trends that could shape the way eCommerce works in 2019. Today, we will look at these trends and how you can utilize them in your eCommerce strategy.
Personalized Experience – This has been a growing trend in recent years and it’s easy to see why. Customers like personalized experience because it leaves the impression that the company cares for its customers on an individual level. In fact, 43 percent of consumers prefer a personalized experience and 41 percent of consumers have switched companies because of personalization. Perhaps more telling is how your content needs to be relatable to what people are searching for or it won’t work. Statistics showed that 74 percent of people do not like seeing irrelevant content.
Multiple Shopping Channels – This is more of a priority for business owners rather than customers. Merchants will have customers who purchase in many different ways, which is why having the ability to deliver omnichannel experience is important. For many merchants, there can be obstacles, such as a lack of internal organization, data quality, and analytics that get in the way of delivering a great experience to customers. However, multi-channel B2B campaigns on average see a 24 percent return on investment, which should be plenty of motivation to have multiple shopping channels.
Automated Customer Service – By 2020, 85 percent of customer service interactions will not require a human. Automated customer service is one of the largest growing trends. When it comes to customer service, speed and quality are the most important factors. Customers want their questions answered quickly, which is why 69 percent of online shoppers view a quick resolution to a problem as good customer service when they review a business. Good customer service can also lead to more conversions. A good customers experience resulted in 42 percent more purchases while 52 percent stopped buying with a company because of a bad interaction.
On-Site and In-App Mobile eCommerce – Mobile commerce is becoming so popular. In fact, by 2020, 45 percent of total eCommerce revenue will be created from mobile commerce. Mobile devices are just how we shop nowadays. Fifty-six percent of customers use their mobile devices to research products and browse an eCommerce store. In addition, 69 percent of purchases will be made through smartphones and tablets by 2020. Getting ahead in the mobile space is incredibly important over the next year as the balance shifts more toward mobile purchases.
Using Cryptocurrency – You hear people talk about Bitcoin, but is it possible that it could be a method for payment online. It seems likely in the future. An executive at PayPal has said that there is a “very high likelihood” that Bitcoin will become a popular payment method. Bitcoin and other similar cryptocurrencies also have a very low transaction rate — about 0.3 percent for Bitcoin — that make it convenient.