2020 was an unusual year. As countries lockdown, retailers, restaurants, stores, and businesses were forced to close, and it was uncertain when things would open again. During this time, businesses felt friction in sastrong textles, leading many of them to look towards e-commerce. E-commerce has been a vital part of any business, but it was a matter of survival after the pandemic’s consequences. Many brick and mortar businesses have closed due to their inability to adapt. In this article, we’ll look at some of the key e-commerce trends in 2021 so that you know exactly what to expect when you are building your e-commerce strategy.

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Since the pandemic, the number of online shoppers has exploded like never before. Astonishingly e-commerce reached an all-time high of 16.4% of total global retail sales. During the first quarter of 2020, e-commerce market ■■■■■■■■■■■ jumped from 15% to nearly 35%: that’s ten years of growth only within three months! This growth spurt of online shoppers means not only more business but also more competition. Retail giants that have established themselves online are now competing with new players and small & mid-size businesses. This ■■■■■■■■■ of shoppers shows that many people are still new to online shopping, which means e-commerce platforms must be designed to be simple and easy to use.

Merging the in-store and online experience

Nowadays, the customer already knows what they want before they walk into the store. That’s because the customer journey has evolved since the start of e-commerce. Today customers will look online before stepping into any store. So, if you’re taking your business online, it’s essential for you to give your customers a consistent view of your store, whether they view you through their computer, laptop, tablet or mobile device. Creating a seamless online and offline experience is part of implementing an excellent omnichannel strategy. While most customers still desire to review the product or service personally (in-store), they are becoming more accustomed to purchasing and consuming online. This is due to the new and enhanced features such as videos, demos, 3-D models, 360-degree view of a product, and augmented reality that allow consumers to review the product at home. With the rise of online shopping, businesses try to enhance the online experience so that customers feel convinced enough to purchase from their home’s safety.

Smooth sailing… or should we say, shipping!

What separates an excellent online experience from a horrible one, is the checkout process. 64% of consumers say they want their order shipped for free. Businesses that want to offer free or low-price shipping will have to rethink the complete customer journey. Essentially what this means is that we will be seeing many brands turning their web stores into complete fulfilment centres. Brands and online businesses will not only be selling products but taking inventory, shipping, delivery and everything in between into their own hands.

Additionally, to make the customer experience smoother, businesses must tightly integrate their e-commerce platforms with a reliable back-end system (ERP). E-commerce and ERP Integration help retailers avoid friction-prone situations such as inaccurate inventory levels and delays in the supply chain through automation and real-time data. Additionally, API integration allows retailers to seamlessly connect their shopping cart, checkout, payments and ordering functions together — further enhancing the customer experience across all channels.

The lowdown

All in all, even though the bulk of sales are in-store, e-commerce is penetrating the market like never before, and it’s here to stay. E-commerce has changed the way people consume, and these trends will help you navigate your way to success in 2021. What you must remember is that e-commerce is necessary to survive and adapt in the new normal, merging your customers online and offline experience is a must, and to lead the market, you need to start thinking about taking the entire customer journey into your own hands. These three e-commerce tips will help you take practical steps to future-proof your business in 2021.