The retail world is experiencing a significant change in how consumers are interacting with their brands. In 2020, the growth in online sales has accelerated to reach levels not expected until 2022 due to the pandemic. In the U.S. alone, ecommerce sales are expected to reach $794 billion, an increase of 32.4% over last year.
Long term, consumers expect to be able to interact digitally even with companies that don’t traditionally have a robust online presence. As businesses adjust to the turbulence of 2020 and into the “new normal,” it’s clear that for most retailers, a strategy to support digital sales and robust online customer service is essential to win a share of consumers’ wallets.