The Ultimate Starter’s Guide for Customer Experience Success in Retail E-Commerce
The sharp rise of technology in the past few decades, coupled with a phenomenal boom in smartphone penetration across the world, has changed the face of retail business as we knew it. Consumers are branching out of their brick-and-mortar lifestyle and rapidly adapting to the new-age avenue of shopping online.
The global sales steadily rising on the internet, from 1.3 trillion USD in 2014 to 3.5 trillion USD in 2019, witnessed a decade’s worth of e-commerce growth in the US in just a little over two quarters of 2020. Furthermore, the advent of digital shopping has massively impacted the modes and methods of customer service delivered by businesses. What was once limited to face-to-face conversations and telephonic support systems has now evolved to include chatbots, instant messaging, email support, IVR, automated processes, and artificial intelligence.
The customer’s experience, nonetheless, continues to play a pivotal role in the success of every business, irrespective of its operating industry, segment, or channel. In this e-book, we will touch upon the journey customers take across channels, and walk you through the many ways in which you can provide an exceptional experience to your buyers.