Trends in Customer Communication | Omnishopper
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Omnishopper / Amazon  / Trends in Customer Communication
14/07/2019
In Amazon, Commerce, Online

Trends in Customer Communication

If you think that the eCommerce landscape has changed in the past decade, the technology behind it has made even more dramatic improvements. One key aspect where technology plays a role in the customer’s experience is communication. Communication is critical in any sale process, but on eCommerce, where human contact is minimal, it is crucial to establish excellent communication with customers.

User experience consultant Sarah Doody highlights the importance of communication in the customer journey by saying:

 

The path to conversion is not about clicks but conversation.

 

 

Communication early on in the sales funnel opens up the opportunity to customize the shopping experience to each user. One way to do this is through the use of chatbots. Predictions say that more than 25% of customer interaction will happen through AI bots by 2020. It is vital that brands and eCommerce platforms understand not just how to use this as communication but a way to improve the experience.

 

Another way to communicate with customers is through media. Now Amazon and other eCommerce sites have become more supportive of video. Brands can use this as an opportunity to engage in more in-depth storytelling about their products.

 

Alexa and similar devices are now being used for making more purchases. This offers the unique opportunity to interact with the customer in their home and through voice. Tapping in this market is key both to stand out and to create brand loyalty through communication.

 

Lastly, it is essential to acknowledge that the improvement in technology and the presence of big data regarding customers, offers the opportunity to tailor online experiences even more. With this information, it is possible to reach the customer with exclusive and personalized offers. More and more brands now offer “You might also like’ add on. This is ultimately the best way to use tech and data to increase sales.

 

In this age of technological advancement, big data, and personalization, adapting eCommerce strategies is critical to succeed on platforms like Amazon. Omnishopper is expert at identifying these opportunities and tailor new content strategies to these trends.

Are you looking for more detailed suggestion to be stay relevant in an ever-changing landscape? Get in contact with our Team.

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