E-Commerce Trends for 2023
With the number of e-commerce companies growing all the time and consumers becoming ever more demanding and discerning, staying one step ahead of the game is crucial. Those working in the competitive e-commerce sector have to ensure that they are continually providing the very best user experience (UX). In this edition of the Brickweb blog, we look at what you should be focusing on in 2023.
Augmented Reality (AR)
Data from Gartner suggests that there are already over 100 million consumers shopping online using AR. Another study by Deloitte Digital estimated that 75% of the global population online (including nearly every smartphone user) will be using AR frequently to purchase products. AR enables potential customers to interact with and visualise products before purchasing, providing them with a unique, engaging UX.
Omnichannel Customer Service
66% of e-commerce companies surveyed by Zendesk agreed that there is a 'direct link' between business performance and customer service. As there are now so many e-commerce channels, customer service interactions are becoming more and more likely to take place across several of these channels. Further research by Zendesk found that a massive 86% of online shoppers are likely to spend more money with an e-commerce retailer that provides them with their preferred method of contacting and interacting with customer service.
In their widespread research, Zendesk found that an average of 60% of online consumers not only want a personalised shopping experience: they expect it. The same figure for younger demographics is even higher. It is crucial to understand the behaviour of each individual consumer and leverage it to ensure that the most personalised UX can be reliably delivered.
A growing number of consumers are relying on customer reviews to help them decide whether to purchase a product. It is important to follow up sales with requests for reviews, whether they are on the e-commerce website itself, on social media or on third-party review websites such as Trustpilot.
Customers expect to be able to pay for their purchases using their preferred method and are likely to abandon their cart if this option is not available. Digital wallets are becoming increasingly popular, as are buy-now-pay-later options like Klarna. Whatever the payment method is, the customer needs to feel completely confident that their details and payments are being processed securely.
As a leading e-commerce development company with over 20 years of experience, Brickweb can work with you to create a website and internet presence that allows your business to reach its true potential. We invite you to browse our website to discover our full range of services and solutions before contacting our dedicated customer service team to start your journey to success.