Get In Touch


Digital Commerce & Customer Experience Blog Topics

Home / eCommerce / Top Customer Experience Trends in eCommerce

Top Customer Experience Trends in eCommerce

Top Customer Experience Trends in eCommerce
Top Customer Experience Trends in eCommerce

Customer experience (CX) is probably one of the most crucial things to focus on for eCommerce brands. In fact, 86% of buyers are willing to pay more for a great customer experience.

So, if you don’t want to be a late contender in this highly competitive market, you’re gonna have to watch out for these Customer Experience trends in the eCommerce space.

Also read: Top 6 Reasons Why Omnichannel Experience Strategy Is Important For Boosting ECommerce Sales

What are the Top eCommerce CX Trends in 2021?

The last year has brought numerous digital marketing trends which have helped eCommerce businesses achieve major growth goals in terms of traffic and sales.

So, what are these trends that you need to look out for? Here are the latest CX trends that are shaping the eCommerce industry today.

Social Media Shopping Features are on the Rise

Social media shopping features on Facebook and Instagram make it easy for users to connect with the brand they love and shop for products easily in just a few clicks (without leaving their favorite platforms).

Whether it be your website, physical store, or social media, giving your customers options allows them to make their purchases the way they want to. (After all, the more, the merrier.)

You can expect to find more and more companies starting to adopt this trend towards social media shopping in the next few months in order to make the overall customer experience optimal. Get inspiration from these companies that are recognized for their successful social media strategies.

Fun Fact: 43% of global shoppers research products online via social networks.

Augmented Reality (AR) Takes the Stage

With COVID-19, many individuals couldn’t visit brick-and-mortar stores to try apparel and accessories on. That’s when brands began incorporating augmented reality (AR) into their digital storefront.

AR allows customers to virtually “try on” apparel and accessories by webcam or by uploading a photo. This lets them experience the product digitally.

Although the pandemic is starting to wane, e-stores are not slowing down with the augmented reality trend. Buyers are continuing to make their purchases online, and AR gives them the power to shop confidently without leaving their homes.

Also read: 5 Methods Of Using Analytics To Improve Customer Experience And Drive ECommerce

AI is Ruling the eCommerce Space

Retailers are set to spend nearly $7.3 billion on AI by 2022, and if your eCommerce business isn’t starting to explore your AI tool options, your business is missing out.

So, what AI tools are eCommerce businesses using in 2021?

We’re glad you asked. The main trend in 2021 is focused on AI-powered chatbots and copywriting tools. Let’s take a closer look at both of these AI options.

Also read: Strategies For Driving B2B Customer Experience (CX) To Boost Revenue

AI-Powered Chatbots

Have you ever tried contacting an eCommerce rep through their live chatbot feature to get met with a long wait time? This is where an AI-powered chatbot comes in handy.

No one likes long wait times, and AI chatbots help alleviate this issue by answering customer questions in real-time. The chatbot appears to be a live agent from the customer’s end, but in reality, it’s an AI doing all of the heavy liftings. If the AI cannot answer the customer’s question, they transfer it to a live rep to help out.

By utilizing AI chatbots, you can say goodbye to the days of long wait times and trivial questions. Your customer service agents can now focus on the more complex queries and leave the rest to AI. 

AI Copywriting Tools

Writer’s block is a real thing, and that’s why many companies are opting-in to using AI copywriting tools to help them out. AI copywriting tools like produce amazing website copy, emails, social media captions, and other types of content in a matter of seconds.  Now, eCommerce team members can quickly draft memorable copies that will delight customers throughout their entire brand experience without the hassles of running through an expert.

Also read: How Does Personalization Enhances Customer Experience And Drive Sales In B2B ECommerce?

Ready to Grow Your eCommerce Brand?

If you are serious about growing your e-store, you have to make customer experience a priority. No longer is customer experience seen as a value-added aspect of a business.  But instead, it’s a necessity to have in order to thrive in today’s marketplace.

Want to grow your eCommerce brand? Connect with our team of eCommerce specialists to find out how you can exceed your growth goals while delighting your customers along the way!

About Ryan Gould

Vice President of Strategy and Marketing Services Elevation Marketing From legacy Fortune 100 institutions to inventive start-ups, Ryan brings extensive experience with a wide range of B2B clients. He skillfully architects and manages the delivery of integrated marketing programs, and believes strongly in strategy, not just tactics, that effectively aligns sales and marketing teams within organizations. Ryan is known for taking complex marketing and business challenges and developing solutions that simplify processes while driving customer outcomes and business value. He also thrives on guiding Elevation teams toward execution of strategies that help companies succeed in new verticals, while staying true to core values and brand integrity.

Comments are closed.

Scroll To Top