It’s undeniable the way brands, marketers, and consumers approach ecommerce has changed for good. The shift was already taking place, but the abruptness of COVID-19 and the ensuing embracement of a digital-first shopping model accelerated ecommerce’s importance.

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Just look at the data.

In June 2020, eMarketer stated that consumers in the U.S. will spend $709.78 billion on ecommerce in 2020, which is a massive spike of 18% from 2019. And while the rate of increase is expected to slow down, ecommerce spending is still predicted to climb to $859B by 2022.

Brick-and-mortar stores still command a majority of the wallet share, but again, ecommerce is expected to break records in 2020. eMarketer believes ecommerce will eclipse 14.5% of the total retail sales in the U.S. this year, which would be an all-time high.

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Ecommerce’s surge happened out of necessity, but it will continue out of demand. And along with the demand for the service itself, consumers’ expectations are quickly rising. The digital commerce experience has to be frictionless, seamless, and easy to use. Otherwise, consumers will go to a competitor that can meet those needs.

Any previous notions of what you thought about ecommerce support—assistance when something is broken—can be tossed aside. It’s not that you don’t still need a plan in place for when something breaks. You absolutely do.

But as we mentioned, the bar has been raised and if that’s all you do with support, it will be difficult to meet expectations.

Want to know how to meet those needs? Download our newest ebook, Three Ways to Rethink Ecommerce Support.

DEG commerce support services

Get our Direct-to-Consumer Dynamics in the COVID-19 Era report

At DEG, we understand the need to go above and beyond the break-fix model of support for any website, especially when it comes to ecommerce. Perhaps your website launched without a feature you wanted or is in need of some strategy around how to improve the customer experience. Whatever you need, our commerce support team of business analytics, project managers, cross-channel strategists, and engineers can help.

How are you embracing this new era of ecommerce? Share your thoughts in the comment section below.

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