What’s changing in retail and e-commerce?

1. Offline buying is being reimagined

Buyers and retailers are moving to accessible digital channels that offer safe and reliable experiences 

2. Digitization of e-commerce is up for an upgrade

Shoppers want to discover, evaluate, buy, and ask for support from convenient mobile and social media channels

3. Brands need to ramp up, now

Brands are still behind the race with dispersed context and tools across offline, web, mobile, and social commerce

The 3 commerce shifts are giving rise to 3 new shopper engagement solutions 

Powered by Conversational Commerce 

Contactless Retail

 

New offline shopping experiences like mobile payments, curbside pickups, contactless checkouts are making offline and local commerce safe, economical, and reliable. Contactless retail stores grew revenue by 27% in Q1 2020 when compared to 13% growth for stores not offering these shopping options.

 
Convenient E-commerce

 

As we spend more time on mobile and social media apps, we also expect to talk to brands, evaluate them, and get sales and post-sales support on these channels. Mobile and social commerce — with a heavy mind and screen share, would lead the convenience change. 

 
Contextual Commerce

Reliable and transparent customer experience is the need of the hour. Heavy demand in commerce segments are accompanied by spikes in call volumes, emails, social media DMs that leave sales and support agents burdened. 

Brands often use dispersed tools for these communication channels that scatters customer data — leaving teams on the frontline, lost, and stressed.