Digital transformation and new technologies are gaining more and more space in companies and especially in the e-commerce industry. The pandemic has revolutionized the way we sell and more and more businesses are being forced to sell through digital channels and those that don’t are missing out on opportunities and large volumes of sales. This leads us to understand that technological processes must be leveraged in business strategies to be efficient when offering a service. Consumers are becoming more and more demanding in terms of their shopping experience as well as in the availability of service, which is why every decision must be focused on them, thus putting the customer at the center of the decisions.

According to BlackSip‘s study, which compiles figures from Statista and other specialized sources, the data projects a sustained expansion of e-commerce in Latin America. In 2021, the annual growth of e-commerce in Argentina alone was 40%, reaching a market size of US$17.1 billion, according to research conducted by Ebanx.

 Customer service channels are becoming more and more relevant due to the large increase of inquiries through digital channels. Offering 24/7 contact is the key to deliver value in the customer journey, to convert more and to make them choose us again. New technologies become essential to enhance this process. 

 Now, understanding the great growth of digital business and the focus on users and their experience, do you know what are the new trends that you should consider in your strategy? 

Omnichannel in customer service

A strategy through which brands are available to users through multiple platforms and channels, seeking to ensure greater convenience and security in the purchasing process.

Some new additions you should consider. 

• Social Commerce: social networks and WhatsApp
• Chatbots 
• Voice assistants 
• Several payment methods

Customers want more payment options. Retailers that diversify their payment technology are more likely to gain trust, reduce cart abandonment and encourage shoppers to spend more. We may see more ecommerce companies integrating payment systems with cryptocurrencies.

Social Commerce: new sales strategies

Web 2.0 is the headquarters of our eCommerce and the chances of the customer reaching our product will grow.

The first step is social networks, especially Facebook and Instagram, which have become new marketplaces that make the consumer experience more intuitive: through videos, product reviews and the possibility of buying without intermediaries, social networks will be trending not only in 2022 but also in the following years.

In this sense, what is making headway in “social commerce” is Live Commerce and Shoppable TV: no more product photos, but videos and virtual tours that allow you to learn about all the specifications and uses through livestreams and tutorials that then contain direct links to the store’s website. Shoppable TV is a feature that allows live shopping for products that appear on the screen. As they appear, they are accompanied by a QR code, so the consumer can scan and purchase the item on the spot. 

Technology focused on improving customer experience (CX) 

An important part of recent digital transformation strategies has focused on the customer. 

The customer experience is based on omnichannel, 24/7 customer service availability and immediacy. Speed and convenience are as important as the product itself. Brands must respond quickly or risk not only losing a potential purchase, but also losing that customer’s loyalty to the brand. 

Customers not only want to be well informed before they buy, they also value every contact during the purchase and post-purchase. They need an efficient and fast response, such as shipping times.

 Augmented reality: from the virtual to the tangible

Augmented reality is a technology that allows virtual elements to be overlaid on top of a view of reality to show shoppers what a product will look like when it actually reaches their hands.

This trend will have a significant impact on reducing the exchange or return of products by facilitating a first impression 100% remotely and virtually.

We have already told you about the eCommerce trends and you know which are the priorities you should focus on to make your strategy efficient and impact your sales.  

Do you want to be prepared for the competitive landscape?

Contact us to help you in your business.