US online sales overtook consumer spending in physical stores for the first time, signaling the growing prominence of e-commerce. By 2023, retail e-commerce sales in the US are projected to surpass $735 billion, and even industries that were previously predicated on offline purchases like grocery, healthcare and banking are now looking to e-commerce to become more efficient and reduce costs.
Today, customers expect an individualized, fast and accessible experience from companies. Otherwise, consumers will jump to a different brand. In this environment, high-quality customer service and customer experience (CX) have become important differentiators, and over 80% of businesses expect to compete mainly based on CX.
Which is why over 70 consumer product and retail brands worldwide have chosen to partner with Majorel for customer service, CX and online sales to ensure a seamless omni-channel experience along the entire customer journey – building loyalty and driving efficiency. Our end-to-end services include upfront consulting and advice, to marketing program planning, through customer journey mapping, social channel support, multichannel customer support/sales and complete loyalty programs. Plus, naturally, all of the enabling tech you’ll need, like AI, RPA, Analytics and 360⁰ Customer Intelligence.
To keep up with existing customers’ expectations and attract new consumers, companies must evaluate new technologies without forgetting to keep people at the heart of the customer service equation. It is important to balance technology and the human touch in customer engagement to deliver the optimal experience. Here are some of the technologies that are changing customer service delivery for e-commerce/retail:
Sources: https://www.cbsnews.com/news/its-official-clicks-have-topped-bricks/, https://www.statista.com/statistics/272391/us-retail-e-commerce-sales-forecast/, https://www.gartner.com/en/doc/3874972-realizing-the-benefits-of-superior-customer-experience-a-gartner-trend-insight-report
Consumers have become accustomed to interacting with video content, and e-commerce customer service is no different. Video has grown in popularity for:
Automation has emerged as a powerful tool to help to deliver a comprehensive customer experience with cross-channel customer service that is personalized, efficient and effective. The technology is being leveraged for:
With more buying channels emerging, AR and connected devices are being used to help facilitate purchases. Examples include:
So, in summary: with e-commerce on the rise, brands must evaluate new technologies like chatbots, video, automation, AR and connected devices. When introducing innovative technologies, businesses cannot forget the value of the human touch in CX. Even as technology drives process improvements, the human skills customer service representatives possess will still be integral to success. With an understanding of how trends and technology impact online customer service, brands can fulfill customer demands and better predict what consumers will want in the future, helping the business to succeed as e-commerce grows.
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