The Future of Online Shopping After 2020

The number of first-time online shoppers around the world increased dramatically during the second quarter of this year. Individuals who often avoided virtual shopping now prefer e-stores than brick-and-mortar ones.

Several physical shops were forced to remain shut during multiple lockdowns declared by state governments. E-commerce delivery personnel were allowed to deliver groceries and other essential items. So, virtual shopping was the only viable option. The surge in traffic was such that many key online grocery portals had to restrict access to their website for a few days.

People hesitate to visit physical stores and hyper-markets to avoid large gatherings
The anxiety over coronavirus still exists in most parts of the world. As per data released by Adobe Analytics, the pandemic has severely impacted in-store traffic, while virtual sellers are booming. People are taking the pandemic seriously and avoiding public places even when there are no restrictions in place. Shoppers are taking all the measures to protect themselves and their loved ones.

Consumers also prefer buying medicines online
Data released by Bazaarvoice research has brought some exciting insights into the spotlight. Not just groceries, but buyers are also trusting online pharmacies. From prescription medicines, pain relievers, cough and flu products, herbal medicines, and other over-the-counter drugs, consumers prefer ordering online rather than visiting a pharmacist.

Change in priorities
During the lockdown period, most buyers ordered shelf-stable items like pasta, rice, oatmeal, and non-perishable canned goods. Shoppers in some states continue making online purchases, as brick-and-mortar stores face a shortage of supplies.

Several studies have already pointed out that people give priority to items that they need in day-to-day life rather than luxury goods. Another crucial change in consumer behavior is that buyers focus more on availability than the quality of the item. Perhaps, the shortage of products at local physical stores has forced people to change their approach.

Shoppers in the most affected states were not even able to find and buy essential supplies during the lockdown period. Thus, this has triggered a lasting effect on everyone’s shopping habits. Customers are also willing to try new brands if their usual ones are out of stock. Convincing brand loyalists to buy stuff from another manufacturer was never so easy before. But now, people are buying new products, and making them a part of their shopping list.

Presence on multiple devices
The COVID-19 pandemic has affected all the sectors, including the tech industry. People were unable to get their phones repaired or buy new ones during the lockdown. Service centers are still not fully operational due to the lack of spare parts imported from China. So, people are forced to use their old phones. Online sellers need to consider this phenomenon and opt for hybrid apps that provide the same kind of feel, experience on all devices. Launching progressive web apps can be a good idea. Such applications offer a superb experience on mobile devices and desktop. They can work with slow internet connections as well.

A reputed app and eCommerce web development company can make the best platform recommendations depending on the devices popularly used by target audiences.

AI, ML chatbots for superb consumer experience
The number of incoming calls drastically increased during the pandemic. However, there were lesser staff members to receive them at most contact centers, including at outsourcing destinations like India and the Philippines. Call centers around the world were forced to remain shut, but thankfully, AI-ML powered chatbots helped firms assist customers with their basic queries. Chatbots become smarter with every question that they handle. Custom eCommerce development companies are already witnessing increased demand for deployment of chatbots. These systems are so reliable that besides e-commerce stores, even government agencies, financial service providers have deployed the same on their websites. During the coming months, chatbots would play a crucial role in every customer’s purchase journey.

Zeroing-in on possible business opportunities
The COVID-19 pandemic is still spreading even in developed and developing countries. Online sellers enjoy an upper hand, as physical stores can stock up only a limited amount of goods. Customers have already developed an attachment to e-commerce portals. Online sellers need to ensure they provide a fast, frictionless, and smoother experience to buyers on websites and mobile apps.

Retailers have witnessed drastic changes in e-commerce shopping habits. Sellers analyze their data to understand and predict the areas where people would continue spending during the coming days. The step makes sense as ecommerce firms don’t wish to invest in items that are of lesser importance.

The shift towards virtual shopping can be witnessed in almost every country. So, accelerating innovation in online selling has become crucial for players from various sectors. Sellers need to improve delivery times, reviews and ratings, product descriptions, page loading time, and other factors to ensure a great shopping experience. Such innovation would ensure buyers continue shopping online even when physical stores start operating normally.

During these challenging times, companies that offer superb, informative, and seamless experience can surely retain consumers.