E-commerce continues to grow. Numbers from the Brazilian Electronic Commerce Association (ABComm) indicate a revenue of R$ 73.5 billion in the first half of 2022. This represents a growth of 5% compared to the same period in 2021.
This increase is aided by virtual stores enabling the sale of products to all regions of Brazil, for example. In addition to providing unique gifts for different styles and celebrations. However, an important point for the full functioning of the store is an engaged team.
For an e-commerce to explore its potential, it is necessary to implement strategies across all sectors – production, inventory, logistics, customer service, post-sales – to offer a complete experience to customers. Therefore, there are three fundamental pillars for an e-commerce to thrive: strategic planning, quality products, and efficient customer service.
The planning consists of selecting the products that the company will sell, taking good photos, and creating texts and creative content that attract the consumer. It is also essential to know the partners, check the expiry dates of perishable products, evaluate the logistics arrangements, meet deadlines, and address all the details that might eventually hinder the customer experience.
Quality products are a basic premise in any store, whether online or physical. When shopping for personal use or for gifts, there is always the care of researching versions, sizes, colors, in addition to the financial and emotional investment involved. This way, the customer may take into account the store where they made the purchase and, on a future occasion, return to the same place.
A differentiated customer service, in turn, can contribute to the return of customers to the e-commerce. It is an essential tool for gathering feedback from consumers, both positive and negative, and thus, enhancing the experience.
The habit of shopping online is a reality in the country, as it is a practical, efficient, comfortable, and often fast way, depending on the logistics process. It has become a path that should run parallel to the physical environment, so it is necessary to be careful to meet consumer expectations in the best possible way.
