By Luis Carlos Pivesso, CEO and Founder of DATAFRETE
By 2025, e-commerce sales in Brazil are expected to grow by 95%. The projection is from the Global Payments Report, released in March this year by Worldpay from FIS. The survey also points out that global online commerce, in this same period, will grow by 55.3%. Retailers must prepare to meet demand and not lose customers in a competitive market.
E-commerce numbers are on the rise. An example of this was that in 2020, with the periods of social distancing and quarantine, virtual sales increased. But in 2021, when isolation measures were relaxed, they remained high. In relation to 2020, the MCC-ENET index, developed by Neotrust | Movimento Compre & Confie, in partnership with the Metrics Committee of the Brazilian Chamber of Digital Economy (camara-e.net), pointed out that sales grew 48%.
The Sociedade Brasileira de Varejo e Consumo (SBVC) had already pointed out this trend in 2020, when a survey revealed that 70% of the population intended to buy more on websites and apps, when compared to how much they spent before the pandemic. Payment facilities, with digital wallets and the pix payment key, stimulate this market.
We can still cite other points that impact the purchase decision in the digital environment, such as the possibilities of consulting the same product on other platforms and stores through price comparison tools. A strong point, for example, is that the digital store maintains quality online service every day, for 24 hours.
E-commerce as a customer experience
In this scenario and with these new habits of research, analysis and consumption, retailers tend to build strategies to attract customer attention and convince them that the shopping experience in their store is better than the competition. The shopping experience, for example, is a broad journey, from discovering the store to receiving the products.
And to build this journey with as little friction as possible, e-commerces need to seek the standardization of processes, implementation of automation and construction tools, constant and regular monitoring and monitoring of all indicators, the main ones being logistics costs. and freight, complaints and SAC demands, customer satisfaction and reverse logistics.
Currently, the market has several software options and companies that provide technologies for e-commerce, with specific solutions for each stage or process. And that benefits everyone, but it also generates other points of attention and bottlenecks. The more systems that need to be integrated into an online store, the greater the risk of failure or loss, after all, there are more suppliers to be managed at the same time.
Another point to highlight is that the digitization of companies was once a trend. Today it is a necessity, and this has made the software evolve even more, as it is now necessary to manage several sales channels from the same company, a system we call omnichannel or multichannel.
In this sense, being able to manage all your channels through a single system, such as your store on marketplaces, your own e-commerce, physical stores, among others, is of immeasurable practicality and relevance. This, in addition to providing a gain in productivity and savings, means that all processes and automations are carried out in a single environment, integrating everything.
The importance of shipping
There are numerous impacts on the customer’s purchase decision, and freight is a criterion that should receive due importance from managers, as the adoption of more competitive freight, with lower prices and delivery times, in addition to an efficient tracking system , is, today, a differential for many consumers.
An example of software that does this and a little more isDATAFRETEa solution that operates all the logistics in a system that is based on four pillars: freight quotation, tracking (tracking, sending a message via whatsapp or email informing the status of the order), auditing and e-commerce management.
It is important to remember that when the Tracking process, that is, purchase tracking, is automated, SAC demands drop considerably, together with re-delivery and return costs, after all, through freight management software the customer is informed every step of your order.
Finally, healthy and sustainable growth in the segment will require investment in automation and management tools. Look for market solutions that give autonomy to your team and allow for a gain in operational performance.
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