4 Trends that Will Shape the Next Few Years of E-Commerce

4 Trends that Will Shape the Next Few Years of E-Commerce

As technology continues to make eCommerce more accessible and popular than ever, one unintended consequence remains: people are missing the human conn

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As technology continues to make eCommerce more accessible and popular than ever, one unintended consequence remains: people are missing the human connection and quality service that physical retail provides. In this, the golden age of eCommerce, where Amazon, Etsy, and even Walmart provide everything from groceries to handmade goods, consumers feel the disconnect. To combat this, companies are spending millions on service advancements to make eCommerce more user-friendly and service-driven. Four trends below in the space:

1. Chatbots and AI are here for the consumer

While it might sound counterintuitive to say that humans will feel more connected via AI, the fact is that, much like in physical commerce, the ability to get answers fast and find solutions in an easily digestible manner is what customers crave. 

Ride-share giant Lyft is a prime example of chatbots being used in a service-conscious fashion, with the goal of providing ultimate flexibility to the consumer. Users can now ask for a ride via Facebook Messenger or even Amazon Echo. The chatbot industry is expected to grow to over nine billion dollars annually by 2024.

2. Voice searching gives consumers multiple ways to be served

Much like Lyft’s Amazon Echo capability, voice-searching is a way for eCommerce to cater to all types of searchers, ultimately offering superior service through the breadth of choice. Voice searching is expected to grow a whopping 1,900% by 2022, and for good reason: voice searching is akin to having a digital personal assistant, which makes the consumer feel more taken care of and understood. There’s also the element of ease–the less hassle the customer has to go through to make a purchase, the more likely they are to make it. Plus, there’s very little hassle in using your voice to shop around.

3. Engaging customers with facts, experts and community is the ultimate service

As we continue to forge ahead in eCommerce, product understanding and the vitality of community are the ultimate services that can be provided. Eczema solution company Gladskin is leveraging a service-driven eCommerce experience through the use of their GladHub, a knowledge center, and discovery hub that arms consumers with the necessary knowledge to make an informed purchase. Additionally, their website offers expert insights from the healthcare professionals’ members section. This further helps solidify their value to customers and helps them to become service driven through their community. 

4. Drones are here, but their service capability is only just starting 

Drones have been spoken about for years now, and the average consumer can hop onto Amazon right now and buy one for their own enjoyment. And on an eCommerce level, their capabilities for superior-service through ultra-fast delivery continue to gear up. Just last year, shipping giant FedEx completed the first commercial residential delivery to a Virginia home. Flirtey, a company focused on drone delivery believes delivery drones in the sky will be as common as delivery trucks on the road–and medical delivery, food delivery, retail delivery, and eCommerce delivery will be changed forever because of it. The goal is to help businesses to unlock new markets, drive sales, pioneer instant delivery, and replace a costly and cumbersome logistics network. In the future, the focus of drones is certainly to provide a more efficient and service-driven customer experience–and companies know that; the eCommerce drone industry is projected to grow to over seven billion through 2022 because no one wants to wait for their package thanks primarily to Amazon Prime who has trained consumers to expect packages the very next day.

The future of eCommerce is to think about how to make commerce even simpler. In these advanced tech times, consumers want instant answers to questions, buy without friction, feel a part of an expert community, and get products as quickly as possible. And, hopefully buying products by using your voice and getting them delivered by drones within hours of ordering–excites you, because that future is very near.

This article is from Inc.com

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