It is no surprise that e-commerce brands are thriving in India now more than ever. As internet connectivity, the Covid-19 effect, and ease of deliveries have become more mainstream, e-commerce brands are becoming customer-preferred now more than ever.
According to studies, the Indian e-commerce market is expected to reach more than $350 billion by 2030. In order to complement this hyper-growth and demand for online shopping, it is important that key players in the e-commerce industry enhance the shopping experience and change the way customers shop for the better.
For the same, many e-commerce enablers and players alike have been taking multiple steps to democratize the online shopping experience throughout the funnel. So, what are these steps? Let’s take a closer look at those.
Enhancing Checkout Experience - One of the major steps that e-commerce players have taken to democratize the shopping experience is enhancing the checkout experience.
Even though the e-commerce industry is thriving, we cannot deny that the problem of cart abandonment is very imminent in India. Studies suggest that in some cases it can go as high as 70 percent.
Having to fill details, again and again, long load time, having to open multiple tabs on phone to finish purchasing, and so on - these problems at the checkout account for a significant amount of cart dropoffs.
Ensuring Apt and Faster Deliveries - A lot of times, customers tend to cancel the orders due to the sheer delay in delivery of the same.
This is very common in Tier-III and IV cities where deliveries tend to take longer than usual. However, e-commerce brands have understood the impact of delayed deliveries in shaping the overall shopping experience of a customer and are on the road to solving that as well.
The focus here is not only on the 10-minute delivery model but much deeper than that. Brands are solving for timely deliveries and exact location tracking to enhance customer satisfaction and reduce the problem of return to origin.
For this, both technological and logistical expertise are being combined and is contributing to democratizing the shopping experience.
Providing Deep-Rooted Assistance - Another important way through which e-commerce brands are enhancing customer experience is by offering assistance throughout the shopping funnel.
From chat assistance to calls and WhatsApp updates at every step of the buyer journey, these steps are helping ease customer anxiety and enhance the shopping experience.
Not only this but it is also been taken care of that this assistance is available in all languages to cater to the vernacular needs of diverse India.
Increasing Safety Security and Transparency - While online shopping is getting more and more popular, concerns surrounding the digital age with respect to privacy and security have been increasing too.
In the era where data breaches are frequent, customers’ concerns while shopping online surround the fact that who will have access to their personal information and how far is it going to be transmitted.
Understanding these issues and creating a safe, secure, and transparent shopping environment for them is another step toward enhancing their overall experience. This is what many e-commerce brands are committing to now more than ever.
Going the Social Commerce Way - A lot of potential customers are mostly scrolling through social media channels such as Instagram, Facebook, etc.
Many times, after reaching the stage of awareness, while coming across a product on a social media channel, interest and desire to purchase the product come in an instant.
However, as quickly as it comes, it goes away because customers feel like changing apps to shop is a big hassle. This is where social commerce comes into the picture.
Many brands are now integrating their e-commerce websites into their social media channels to promote ease of shopping to their customers.
This is helping them increase conversions as the shopping experience for customers is enhanced and their delight becomes imminent.