Qapla’, Skeepers, LiveHelp and InPost have analyzed the challenges facing the ecommerce sector in 2o23which will be: omnichannel, live shopping, trust, transparency and sustainability (not only environmental). According to its experts, 2023 is the year of the relationshipwith a view to optimal integration between: automation and personalization.
Key to solving concerns, which pose barriers to online purchases. For example, e-shoppers care a lot about the delivery speed– 62% of online shoppers expect free shipping to take less than three business days. Supply issues and rising supply chain costs will persist into 2023, according to 39% of traders. And they will have to face a 8% growth of e-commerce shipments in 2023 according to Qapla` estimates.
The slogan, therefore, must be transparency and communicationto create a relationship of trust between the seller and the customer. If a package delay is not reported, 69.7% of customers would not buy from the same store again.
In 2023, it is not only necessary to be present in the new channels, but also to be able to respond in an optimized way in different formats, from audio, video or written messages, for example, through WhatsApp. “The dialogue between people must be taken care of, and ensure that it is effective to respond to each need quickly and constructively, for a valuable experience for operators, customers and companies. “ explain those responsible for LiveHelp.
He ‘live shopping’ it will multiply its sales tenfold in 2023 and reach 35 billion dollars in 2024. 78% of companies use live shopping to establish stronger connections with their audience. “Products are no longer sold, but unique and exclusive experiences” explain those responsible for Skeepers.
Along this same line, the gamification, which transforms the customer experience into a game, turning the user into the protagonist and creating loyalty with the brand. In short, direct shopping offers the perfect way to connect with the new generations.
By 2030, it is estimated that the number of delivery vehicles in the world’s 100 largest cities will grow 36%, but now CO2 emissions due to the urban distribution of goods represent around 20% of the greenhouse gases produced by human activity. The need to optimize transport management is evident, and doing so from the last mile can significantly change the situation.
He non-home delivery it is a tool to solve the problems related to the exponential expansion of the delivery system; since: they reduce urban and noise pollution and allow night deliveries, reducing daytime traffic. It is estimated that couriers will be able to deliver 10 times more using collection points instead of home delivery and failed delivery attempts will cease.
InPost experts explain “other things being equal, deliveries outside the home can reduce CO2 emissions by 75% compared to traditional shipments; Therefore, they respond to a demand for greater sustainability, privacy, freedom and comfort for the client, thanks to the ability to collect and send independently 24/7.”
“The rise of e-commerce is a great opportunity, but it requires industry players to rethink their role with a focus on doing things responsibly. InPost is at the forefront of driving change to offer a simpler and more efficient way in the shipping landscape: more freedom for customers and more attention to being environmentally friendly” adds Nicola D’Elia, CEO of Southern Europe. in InPost.
90% of consumers read reviews on a brand’s website or other specific platforms before making a purchase. under the bus directivethose who publish reviews of their digital business are obliged to show the control and verification procedures applied and to guarantee that the published opinions come from consumers who have actually used or bought the professionals.
“Trusting a trusted third party like Verified Reviews by Skeepers to manage, moderate, and collect reviews not only avoids the risk of not being in line with new legislation, but also simplifies the process of collecting, analyzing, and publishing reviews.” , explain those responsible for Skeepers. “ We will see more and more reviews not only in text format, but also in video format.” Therefore, e-shoppers are increasingly demanding more transparency from brands and looking for trustworthy reviews.
In short, the combination of digital experience and customer service becomes essential, nine out of 10 customers are willing to pay more for products and services that offer better service.