This document discusses key trends driving e-commerce growth including omnichannel presence, extensive personalization, shift to mobile, conversational marketing, AI/chatbots, image search, and efficient checkout processes. It explains how technologies like video chat, co-browsing, and e-signatures allow for interconnected customer experiences across channels. Personalization is highlighted as important for understanding customer preferences and behavior. Mobile platforms and apps, location-based marketing, and augmented reality are increasing in importance.

1. BOOMIKA D
21BCC507

2.  Economic forces
 Market forces
 Technology forces

3.  The development of ICT is a key factor in the
growth of e-commerce.
 For instance, technological advances in digitizing
content, compression and the promotion of open
system technology have paved the way for the
convergence of communication service into one
single platform.

4.  This in turn has made communication more
efficient, faster, easier, and more economical as the
need to set up separate networks for telephone
services, television broadcast, cable television, and
internet access is eliminated.
 From the stand point of firms/businesses and
consumers, having only one information provider
means lower communication cost.

5.  Omnichannel presence and support
 Extensive personalization
 Shift to mobile
 Conversional marketing
 All chatbots
 Image search
 Efficient checkout process

6. OMNICHANNEL
PRERSENCE AND
SUPPORT
Modern shopping
habits involves process
of cross-channel
research,
consideration, and
purchase.
TECHNOLOGY
INTERCONNECTED
WITH CUSTOMER:
1. Video chat
2. Cobrowsing
3. Screen sharing
4. E-signature

7. Personalization is the biggest trend in ecommerce
 78% of customers ignore offers
 Personalization customer support and
personalization in market is important
 Effective personalization comes from
understanding customer’s preference and
behaviour

8.  Mobile platform have increased in importance, so
much so that m-commerce has emerged as a
concept in its own right.
 E-commerce mobile apps
 Location-based marketing
VR/AR guidance
 Internet of things

9.  Traditional marketing channels flow only in one
direction. The new concept of conversational
marketing has opened up two-way communication,
creating numerous opportunities for ecommerce
success.
TECHNOLOGIES NURTURING ECOMMERCE
 Chatbots
 Live chats
Mobile messaging

10. There are several examples of AI and automation tools
with customer service applications for your business
 Research shows that 45% of millennials are already using
this type of voice activated search for online shopping.
With the help of ecommerce chatbots, you can order food,
check-in-luggage at the airport, book hotel rooms, schedule
your flight, and get recommendations for almost anything
you can think of.
For example: Starbucks chatbot gives customer details
regarding their orders status, payments details, etc.

11.  Ecommerce businesses are integrating image search
technology on their websites so customers can easily
photograph products they are interested in and find
similar examples on other sites that may be offering
better deals.
 Imagine someone sees a beautiful couch, but it costs
too much for them. If your business offers similar
products at a more reasonable price, integrating image
search into your website will allow you to potential
pick up on this scale, creating an extra revenue
stream.

12.  Cart abandonment is the most frustrating reason for
losing a scale because it means a user was considering
buying your products, only to change their mind at the
last minute
 Data shows a 79% global rate of cart abandonment
 One of the main reasons customers abandon their
carts itself.
 Inefficient checkout processes raises the chances your
users will abandon their cart.

13. TECHNOLOGY THAT PRODUCE EFFICIENT
CHECKOUT SOLUTIONS:
 Speedy mobile payment solutions, including Apple Pay
and Android Pay
 Enabling your customers to save card details,
streamlining repeat purchases.
 Providing one-page, hassle-free checkouts.
 Offering a range of payments option.