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How Customer Experience in eCommerce is Key to Success

Puneet Bhalla

Associate Director - Marketing @ Shiprocket

February 14, 2018

2 min read

Over the past 17 years since its inception, eCommerce companies have come up with a range of products and service to improve customer experiences. In the present market scenario, the online businesses are coming up with new technological innovations to provide excellent customer services and support to their target audience to remain a step ahead to their counterparts.

Here are few technologies adopted by eCommerce businesses to provide best customer experience:

Making User-Friendly eCommerce Websites

eCommerce businesses are making their online stores load fast to provide easy and fast shopping experience. They are working on providing a personalized feed of products to the visitors based on their search and browsing history. Many eStores have already optimized their checkout process along with a range of payment options. Nowadays, eCommerce owners do not hesitate from taking suggestions and feedback from the customers to improve their services and products quality.

Making Use of Innovative Mobile Apps

Online businesses have already come a long way to create a customer base for themselves in their niche industry. Now, the focus is on to improve user’s browsing and shopping experience by making use of lightweight apps as an alternative to the websites. This is helping customers to shop from their smartphones even when they are on the go.

In order to maximise their reach and reception, many known eCommerce brands launched their app version last year. Some of the prominent ones include Flipkart Lite, Lenskart light, and so on. When it comes to real estate, Magic Bricks, Proptiger, etc. have come up with the light version of their websites.

Introduction of AR and VR in eCommerce

In an endeavour to provide better and more personalized experience, eCommerce companies have started to utilise Augmented Reality (AR) and Virtual Reality (VR). Through this process, customers are able to have better search results and shopping experiences based on their tastes and preferences.

More use of Artificial Intelligence

Artificial Intelligence will play a big role in automating eCommerce processes and making them more efficient and fast. By making use of comprehensive data and machine learning, customer’s shopping tastes can be identified and personalized experiences can be offered accordingly.

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