4 E-commerce Trends You Must Know for 2020
you’re an integrated marketer looking for a professional new year’s resolution,
focus your attention on enhancing your
e-commerce. 2019 was the year that e-commerce bested traditional brick-and-mortar
sales for general merchandise, and in 2020, B2B firms will spend even more on
e-commerce technology than online retailers. These are a few of the big trends
you’ll see in 2020.
A More Seamless and
Satisfying Customer Experience
news for companies that can’t compete against Amazon in terms of scale and
rock-bottom pricing (which is pretty much all of us): experts predict that
satisfaction with the customer experience will overtake pricing as the biggest
reason why someone buys, or doesn’t, online.
create a seamless and satisfying customer experience, your site should include
features that eliminate surprises and enhance ease of use:
expectations for the purchasing process
reviews and other forms of showing social proof
customer service channels
speaking of customer service…
Better AI Chatbots
recent study revealed that 80% of brands want to integrate chatbots into their
sites by 2020, and 35% of customers want this, too. Chatbots help deliver
consistently good customer service, 24/7. And they also give marketers an opportunity
to personify their brands.
not convinced? One survey says that as many as 94% of respondents “dread
contacting customer service,” and 70% of them would be interested in using a
chatbot if they could accomplish the same thing.
More Original Photography
photos certainly have their place in your marketing…but it’s not on your e-commerce
site. Customers value authenticity over slickness, and it boosts their
confidence if they know they’re seeing actual images of your offerings. For
non-product shots, high-quality, colorful images can better tell your brand’s
story and differentiate your company from your competitors.
Mobile First, Everything
statistics around mobile shopping continue to boggle the mind: by 2021, mobile purchases
will account for half of all e-commerce sales. When we say ‘mobile first,’ we
don’t just mean responsive design: we mean that the desktop and tablet
experiences should mirror that of mobile, with design features that include:
is still crucial across all platforms: even a two-second delay in loading can
cause a 103% increase in bounce rates – and most of those customers will never
With the holiday season and 2020 here before you
know it, the sooner you start optimizing, the sooner you start selling more.