If you are one among the fast-changing eCommerce businesses, it will be helpful if you keep an eye on the top trends that rule 2021. Understand how eCommerce call center outsourcing is benefitting eCommerce companies and how they help you stay on top of the trends all the time. Doing all by yourself might come as a challenge because you have to handle your core function together with the non-core ones.
Here are some of the trends prevalent in 2021 that will help shape customer service for ecommerce for the years to come. `
Increasing crave for experience
There was a time when product was the king. Today, the king has been overthrown. Customers are purchasing fewer products but craving for more experiences. So, the shift in trend from selling products to selling services circling the product is widely seen in the retail sphere today. Some While different approaches are adopted by different brands, what they have in common is their eagle eye and sharp focus on offering an unforgettable and one-of-a-kind customer experience. Not all ecommerce operators have the powerhouse of a successful multinational retail brand, but they can outsource and utilize the experience of an expert ecommerce call center.
Fortune 500 brands like NIKE and IKEA have built experiential retail concepts stores backed by AR or Augmented Reality to help customers make out how they could possibly use the product without any sales push.
More online shoppers
The COVID-19 outbreak boosted online opportunities by manifolds. Social distancing protocols need to be followed. Due to which, customers have continued avoiding crowded places. They are turning to online shops for foods, medicines and other household essentials. Most likely, this trend is not going to fade anytime sooner even after social and physical restrictions are lifted. Ecommerce businesses have to deal with out-of-stock items, redouble increase in orders, manage logistics for faster deliveries and cope with shortage of staff.
Consumers look forward to hyper-customized experiences
Commitment comes after courting. To put it in simple words, before a customer commits to a company, he or she needs to feel that the company has put in some effort to know about their customers first. Often, because of poor information and data collection, some ecommerce firms miserably fail at delivering hyper customized experience customers look for. In order to deliver meaningful personalization, it is essential to understand individual needs of customers. An ecommerce call center can read the ‘heart and minds’ of customers by collecting data from every touchpoint and provide hyper-personalized support at all the stages of the buying cycle.
Relying on social media for products search and services related information
One crucial aspect of coming up with a great customer experience is meeting them where they want to and where they are. This indicates that ecommerce businesses should step outside their website and explore other channels where most of your potential and existing customers are hanging out. Shopping on Facebook Marketplace and Pinterest is not uncommon by now. Businesses, now, are integrating their accounts with social media accounts as social media shopping continues to gain demand. Hence, ecommerce call center providers are seeing an increase in demand for social media customer support.
With the passage of time, eCommerce businesses will flourish even more. There will be more demand for customer service, AI based services and faster order processing. If you are one of the eCommerce company that wishes to stand apart from the crowd, make sure you outsource to an eCommerce call center that uses right mix of technology and skilled agents to deliver exceptional services and helps you keep up to the latest trends.
As time passes, trends in ecommerce get more twisted and complex. So, to keep up with the trends, it is essential to make use of the right resources and tools.