Ecommerce success has always been determined by how well an organization understands and meets its customers’ needs, and 2023 will be no different. The only contrasting aspect will be consumer expectations around customer support.
In today’s world, customer support is not just about retaining customers — it is also critical for brands to maintain a continuous stream of shoppers and revenue. Retailers should not only cater to existing consumer needs, but also address new prospect inquiries. In fact, 80% of new customers now consider the experience an ecommerce brand delivers to be as important as its products and services.