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,[1] witnessed a decade’s worth of e-commerce growth in the US in just a little over two quarters of 2020.[2] 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.