The above example displays a sofa as shown with the IKEA Place app via Augmented Reality. For a long time, IKEA has been employing bleeding-edge technologies like AR to help shoppers choose products with utmost accuracy like they would do while shopping at a physical store.
The IKEA Place App allows consumers to view their furniture preferences in their homes at different placements and color variations. The best part about this app: it scans the room to identify its dimensions and then shows options that would fit with 98% accuracy. Not only does this app increase online sales and conversions but it also reduces returns by a whopping margin.
Trend #6: Prompt and multi-channel customer support to boost customer satisfaction and retention
Positive customer service can make or break a brand. And with the growing number of channels, it becomes paramount to interact with your customers across each and every one of them. If shoppers interact with you on social media via DMs, then you have to entertain them across. In fact, a study by Intercom discovered that 60% of customers prefer communicating with business via texts or DMs. Moreover, HubSpot’s consumer trends report states that there is a 45% YoY increase in social media users sending DMs to avail customer service and WebEx states that 72% of customers are more likely to buy online if their questions are answered in real-time.
This is enough reason to understand the growing importance of direct customer service and how it will be in demand as one of the 2024 eCommerce trends. The importance of real-time communication with human agents cannot be overstated in today’s evolving digital commerce ecosystem. Customers want prompt and easy access to satisfactory customer service via a channel that’s most convenient for them. And to boost customer retention numbers, merchants will have to adopt technologies, tools, and processes that provide direct customer service in 2024 and beyond.
It stands to reason that this trend will only grow as social shopping becomes more accepted, so in 2024, customers will likely demand more of this real-time communication with brands — and they want it to happen wherever it’s most convenient for them.
Trend #7: Sustainable and safe eCommerce solutions
In eCommerce, sustainability is related to the justified use of resources while facilitating the customers with desired products and services. When it comes to shopping, whether in physical stores or on eCommerce websites, a lot of trash is produced in the form of unsold products, damaged goods, returned orders, actual physical space that runs on electricity, undelivered packages, and more. Not using the available resources fruitfully contributes to severe issues like global warming, piling up of non-degradable waste material, and climate change.
It is projected that by 2025, the global eCommerce plastic packaging waste might rise to 4533 million pounds. In fact, McKinsey states that sustainable and recyclable/reusable packaging is one of the four packaging eCommerce trends 2024 predicted to grow.
Sustainable and safe eCommerce solutions offer eco-friendly and reusable packaging, sell environment-friendly products, educate their customers about the benefits of a sustainable future, and follow the principle of 3Rs - reduce, reuse and recycle. Building a sustainable eCommerce platform for restoring the ecological balance will be one of the eCommerce trends for 2024.