Headless Commerce: Part 3— Optimizing E-Commerce Infrastructure

Nogin and Coresight Research’s three-part report series, Headless Commerce, explores the emerging commerce-as-a-service (CaaS) space in the US and the key trends in the market. We leverage findings from an October 2021 Coresight Research survey of e-commerce leaders in the US to identify the key challenges and benefits in building and using e-commerce infrastructure and tools.

In part three this report, our analysis and insights focus on mid-size companies, covering the following topics:

• Challenges in current e-commerce operating models
• The value of external support
• The right combination of internal and external resources
• Desirable features in e-commerce infrastructure

In case you missed it, you can also download the first report in the series, Headless Commerce: Part 1—The Evolving State of E-Commerce Infrastructure.

Do You Feel Like You’re Constantly Competing with Amazon?

Do You Feel Like You’re Constantly Competing with Amazon?

It goes without saying, Amazon has changed the way customers make purchases online. From fast shipping to free returns, Amazon has influenced expectations of online shoppers across the globe.

Many brands with retail websites feel like they have to compete with Amazon by:

  1. Offering free shipping
  2. Offering free returns
  3. Selling their products through Amazon

While these are definitely great ideas to keep your shoppers happy and your product in the faces (or screens) of potential shoppers, we’d like to offer some alternatives by looking at what some other brands have done to successfully grow their online stores.

To start, let’s eliminate the thought that if you’re not Amazon then you’re competing with Amazon. While Amazon does appeal to a wide audience, you have something great and wonderful to offer consumers.

Invest in Technology 

If you’re not already, it’s time to invest in technology, a variety of technologies that is. We have no doubt you have thousands of visitors coming to your retail website each month, it’s time to start using that readily available data to improve your shoppers’ experience and increase sales.

Predictive analytics is a great technology to incorporate into your site. For some shoppers, offering free shipping may be the perfect way to get them to hit that “Submit Order” button. However, you may have other shoppers who have exhibited behaviors that indicate they would still purchase even if they did have to pay shipping. 

Competing with Amazon

Let’s say you offer clothing for men and women on your retail website, do you know which of your customers are buying just women’s clothing, just men’s clothing or both? With this information you could create a more personalized shopping experience based on which audience they fall into. What products you should suggest or what promotional offers would be most effective to get them to purchase.

Where else can you implement new technologies? Your warehouse. Metapack’s 2018 State of Ecommerce Delivery found 70% of those surveyed prioritized purchasing goods from one ecommerce site over another because it provided more delivery options. So what’s going to make your options standout from the competition?

We won’t go into all the details here (we’ve got so much more to discuss below!), but stop to think about what the impact would be on your delivery service and available options if you implemented real-time inventory tracking? And then, continuing down through the delivery process, having your warehouse technology paired with a last-mile delivery solution. Just a couple of things to think about if you’re focusing on improving the delivery options and experience for your buyers.

Focus on SEO

“SEO” has become quite the buzzword (or term) over the last decade, and rightfully so. If done correctly, SEO (Search Engine Optimization for those of you who haven’t heard the buzz yet) can be a powerful and cost effective strategy to bring shoppers to your website. 

Your store is online and your potential shoppers are searching online for exactly what you offer. So how are they going to find you? Yes, digital advertising and marketing is one way, and a great way. But it’s not the only way. Let’s be honest, you probably can’t afford to pay Google, Facebook or Instagram to show ads for every item you offer on your website whenever someone from your target audience is searching for it. But you still want people searching for all of those items to find you.

Elephant in the room

This is where SEO tools can be your hero. With careful planning and a strong SEO strategy, you can build out product descriptions, keyword searches and category descriptions that will help place your product on Google’s page one of search results. We know, you’re probably like us and have been taught being number one isn’t everything. But when it comes to Google search results, being number one is critical.

According to Search Engine Journal, 25% of people will click on the first organic (not ad) search result. They go on to report the 10th search result (the last on page one search results) gets just a 2.5% click through rate. We don’t even want to think about what happens to all those poor results showing up anywhere other than page one.

I’m sure you’re thinking “SEO sounds great! I’m going to start implementing my own SEO strategy today so I can start getting more customers to my site tomorrow!” And we’re going to kindly caution you to sloooooow down. SEO IS great and it IS powerful. However, it takes some time and definitely takes some expertise. It may require investing in a person (or two or three) or hiring an outside partner to help execute an effective strategy that gets results.

Show Your Customer You Know Them

Yes, Amazon can make suggestions of what a shopper should look at based on their previous search history or simply based on what is their “Deal of the Day”. But that’s not a tailored experience, that doesn’t make a shopper feel like Amazon knows them. Let’s be honest, shoppers may wish brands wouldn’t do this when the suggestions start becoming too frequent and/or completely off base from their interests.

So how can you create a better experience for your shoppers? Well, first we’re going to have to circle back to one of our previous points, data. You can’t show your customers you know them if, well, you don’t. 

What has a shopper purchased in the past? What complimentary items do you offer? If you’re a CPG retailer, when was the last time a product was purchased? Is it possibly time to refill/replace their last purchase? Maybe offer a discount for that product when they visit your site, whether they’re on that product page or not. You know they purchased that item, and you know what the average timeframe is to purchase again (because you have the data, right?), so serve them up the right message with the right offer at the right time.

Now, maybe you’re an apparel retailer. Let’s not assume your clothing only lasts a certain period of time or that your buyers maybe don’t fit in their clothes quite the same way they used to. Instead, let’s look at creating an audience based on their purchases. You can find similarities (again, using technology) within these audiences. Shared interests, hobbies, other retail websites they visit, and build an experience for them.

An example of an online retailer who has done this well is Lululemon. They’ve created a community (quite literally, they call it #thesweatlife online community) where anyone can access workouts as well as meditation sessions. Really, if you’re buying workout clothing you just might be interested in workout classes, right? 

Lululemon took the time to research and recognize what interests their customers have and evaluated the needs Lululemon could fill. This was especially powerful during the pandemic when people were turning to the internet for workouts in a way they never had before. They even started a Facebook group people could join to connect with others.

Now that you can clear your mind of thoughts of competing with Amazon, it’s time to focus on  what you can do to get more retail shoppers to your site and create the best buying experience possible to keep them coming back.

The Dreaded Customer Returns Strategies That Can Help Reduce Returns

Reducing return rates

The Dreaded Customer Returns Strategies That Can Help Reduce Returns

Online retailers know there’s no way to completely avoid returns, they are a part of the online shopping experience. How you choose to manage (or battle as some would say) them can have a drastic impact on the success of your business.

But before we go too far down the road of how you can handle the dilemma of returns, let’s take a quick glance at the numbers provided by the National Retail Federation

  • An estimated $428 billion of merchandise was returned in 2020
  • $102 billion of merchandise returned in 2020 was originally purchased through online retailers
  • 12.2% of merchandise returned in 2020 was apparel 

While it may be difficult to embrace the situation, online retailers don’t have much of a choice. So let’s see if we can find some potential ways to at least ease the effect.

Customer Personas

In every business you have personas, right? Let’s look at some of the different personas that exist for your shoppers who make returns. We can place similar shoppers into buckets or audiences to help us designate which persona that most align with.

  • Unhappy with the product received. We hope this is a small audience for you. Ideally you want every customer to love everything they buy on your site, but sometimes that’s not the case. However, you can keep this audience small by producing high quality products and ensuring the images and descriptions provided on your retail website are accurate.
  • Not sure about sizing. You can provide all the sizing charts in the world and shoppers will still be unsure which size is going to fit them best. Maybe they’re in between sizes or more comfortable in a smaller/larger size depending on the style of clothing they’re purchasing. You know you have customers who will buy multiple sizes of the same item, fully intending to return at least one of them.
  • Items received were damaged. We know sometimes this is out of your control. If the service delivering the items isn’t careful or leaves the package sitting in a puddle and it ruins the contents, you can’t control that. However, if the item is damaged at the warehouse during fulfillment, you may have a situation you need to address.

So now that we know who is returning their purchases, what next?

How to Solve for Returns

Strategies to Reduce Return Rates

Develop Optimal Return Policies

If you’ve heard us say it once, you’ve heard us say it 100 times. Technology. By collecting the data from your buyers and their activity you can formulate the optimal return policy available for your online shoppers.

Yes, you could create a return policy and just wait to see how it works. But why waste your time and possibly your profits? Whether you purchase the technology directly and have your internal team analyze it or you hire a third-party partner to help, you have the data you need. You just need to get access to it (if you don’t already) to make an informed decision.

Predictive Analytics

All right, that was just one way you can use technology on your retail website to help alleviate the burden of returns. With the use of predictive analytics you can customize the experience a customer receives. 

Identify online shoppers who have returned more items than they’ve kept. Or new shoppers you may want to entice into placing a purchase with the offer of free returns. Or shoppers who have a high rate of returns, but also keep more than they return. 

Some retailers, Zappos for example, have found that customers who return the most also purchase and KEEP the most. According to the authors of “Business Ethics: Ethical Decision Making & Cases” Zappos states their customers with the highest return rates are also their most profitable customers. In Zappos’ case, they’ve opted to keep free returns for all customers based on this data.

You’re not the only one who knows returns are going to happen, so does your shopper. According to the Narvar Consumer Report, Making Returns a Competitive Advantage, 95% of respondents said they would shop at a retailer again after having a positive returns experience. The only thing worse than online shoppers returning purchases is online shoppers returning purchases and then never returning to your retail website to make another purchase because they had a negative experience making a return.

Creating a positive return experience doesn’t have to be painful for you either. Retailers who have built their online retail site on Shopify have a variety of applications to choose from that can help!

Improve Sizing Accuracy

The last idea we want to discuss is reducing the amount of returns based on sizing issues by improving the accuracy of a purchase. We know this won’t completely eliminate the return of items that don’t fit correctly, shoppers return items due to fit even when they’ve had the chance to try them on before they purchase them. But let’s see if we can at least reduce the number of returns.

Try going beyond the typical size chart with a fit quiz. Based on the knowledge you have about your products and how they fit, build out a quiz that asks questions that go deeper than simple measurements to help shoppers better decide which size would be best for them.

This could also be a great solution if you’re a CPG retailer. By incorporating a quiz into your shoppers’ buying experience, you can help guide them to the right product. Again, you know your products best, help your shoppers find the item (or items) that will fill their needs by asking them what their needs are. 

Returns will continue to be a part of the shopping experience, you and I are guilty of it as well. However, implementing one or two new strategies can help alleviate the pain for both you and your shopper.

Headless Commerce: Part 2 – Addressing Profitability Issues for Mid-Size E-Commerce Players

Nogin & Coresight Research Headless Commerce Report - Part 2

Nogin and Coresight Research’s three-part report series, Headless Commerce, explores the emerging commerce-as-a-service (CaaS) space in the US and the key trends in the market. We leverage findings from an October 2021 Coresight Research survey of e-commerce leaders in the US to identify the key challenges and benefits in building and using e-commerce infrastructure and tools.

In this report, our analysis and insights focus on mid-size companies, covering the following topics:

• The levers of profitability in e-commerce
• Why brands and retailers should capitalize on artificial intelligence, machine learning and predictive analytics
• How CaaS can help improve profitability


This free report is sponsored by Nogin, a CaaS full-stack e-commerce platform that includes R&D (research and development), sales optimization, and ML- and AI-driven marketing and fulfillment.

You can download the entire report for free here.

In case you missed it, you can also download the first report in the series, Headless Commerce: Part 1—The Evolving State of E-Commerce Infrastructure.

Headless Commerce: Part 1—The Evolving State of E-Commerce

Nogin & Coresight

Nogin and Coresight Research have partnered on a three-part report series, Headless Commerce, to explore the emerging commerce-as-a-service (CaaS) space in the US and the key trends in the market.

This report leverages findings from an October 2021 Coresight Research survey of e-commerce leaders in the US to identify the key challenges and benefits in building and using e-commerce infrastructure and tools.

In this report, Coresight’s analysis and insights cover the following topics:

  • The impact of, and retailers’ response to, the Covid-19 pandemic
  • The evolution of commerce and the e-commerce infrastructure landscape
  • The move to headless commerce—including survey respondents’ satisfaction with their existing platforms, the obstacles to adopting CaaS solutions and retailer readiness for CaaS across different business areas

This free report is sponsored by Nogin, CaaS full-stack e-commerce platform that includes R&D (research and development), sales optimization, machine learning, and AI (artificial intelligence)-driven marketing and fulfillment.

You can download the report for free here.

Efforts to Match Amazon Can Be a Form of ‘Stockholm Syndrome’ for Retailers and Brands

ecommerce stockholm syndrome img

Rapidly evolving Commerce as a Service (CaaS) model can give mid-tier operators in the fashion, CPG, beauty, health, and wellness industries a better way to keep pace with big retail and drive predictable profitability, advises tech veteran Jan-Christopher Nugent.

Too many retailers and brands suffer from “Amazon Stockholm Syndrome” — the unquestioning effort to compete with the world’s most dominant ecommerce company on its own asymmetrical terms, writes Jan-Christopher Nugent, CEO of Nogin, in an opinion piece for multichannelmerchant.com.

“If the Stockholm Syndrome theory were correct, you’d expect to see long-enduring captives parroting the propaganda of their captors and engaging in behavior that was not in their long-term interest,” Nugent writes. “This is exactly what we see.”

Indeed, companies routinely give up sizable chunks of their margins by trying in vain to play Amazon’s game, he contends. “While a healthy brand’s average discount should be no higher than 26%, we routinely see brands with average discounts of 50% once you factor in shipping and return costs,” Nugent writes.

In the Oct. 11 piece (“How to Snap Out of Amazon ‘Stockholm Syndrome‘”), the ecommerce sector veteran describes Amazon’s success in training consumers to expect free (or seemingly so) shipping and nearly instantaneous delivery. Amazon has also been able to drop prices and force competitors to cut their margins.

While going head-to-head with Amazon may be viable for a tiny number of true giants, for others the rapidly evolving commerce-as-a-service (CaaS) model creates new possibilities, Nugent writes. “In the CaaS model, specialty firms create, maintain and operate ecommerce stores on behalf of retailers and brands. These platforms can deliver superior ecommerce and increase sales, profits and conversion rates using advanced algorithms, data-driven intelligent promotions and discounts, and cloud-based R&D upgrades.”

But before retailers or brands can take full advantage of these gains, they may need to face some captor-induced fears. That could include reconsidering whether there’s truly only one way to please the customer, Nugent notes, and being open to using tech and analytics to win back the respect they have given away by selling at a loss.

For example, CaaS methodologies can reveal which customers are loyal enough to buy even without receiving free shipping, notes the executive, whose firm has delivered CaaS for such major brands as Kenneth Cole, Honeywell, Hurley, Bebe, Lululemon, True Religion, Yeezy and Charming Charlie.

Generally, the mid-tier “is where CaaS has capabilities and services that bolster competitiveness, including higher-order AI and predictive analytics,” Nugent explains. By running intelligent algorithms and multivariate tests, CaaS providers can ferret out which customers will balk at the removal of shipping, delivery and price giveaways, and which ones will keep shopping and stay loyal.

“When CaaS technology is carefully applied across an entire ecommerce store, intelligent segmentation can result in a drop in the average discount from 50% to 25%, or even as low as 4.5%-6% in some cases,” he writes. “Most importantly, it can also help bring you to a cash-neutral position when it comes to returns … That’s what it takes to keep pace with big retail, drive predictable profitability—and snap out of the Amazon trance.”

The full column is available at:
https://multichannelmerchant.com/ecommerce/how-to-snap-out-of-amazon-stockholm-syndrome/

NEWS | Junk Food Clothing switch to Nogin

Nogin and Junk Food Clothing

Junk Food Clothing On Target to Triple Its Online Sales With Switch to Nogin

The premium t-shirt and apparel company, known to adorn celebrities around the world, wanted

lower costs, higher sales and better analytics; Nogin is delivering all that and more.

Junk Food Clothing, the premium apparel company that has become a celebrity favorite with its pop culture designs ranging from entertainment icons to professional sports leagues and popular music acts, is reaping strong benefits after connecting  with another industry leader for its online e-commerce platform: Nogin.

Junk Food moved to Nogin’s Commerce-as-a-Service (CaaS) platform in the fourth quarter of 2020, enabling it to deliver best-in-class e-commerce to its clientele, as well as increase sales, profits and conversion rates, and execute R&D upgrades in real-time.

And the pairing began paying off immediately, according to Bill Hutchison, CEO for Hybrid Apparel, which owns the Junk Food brand. “We are on target to triple our Junk Food e-commerce business during our first year with Nogin. Along the way, we’ve seen cost-savings in third-party vendors needed to drive our revenue growth due to the external partnerships and relationships Nogin has in the space.”

Hutchison said it’s been about more than just increased sales. “The analytical data Nogin has shared with us has also allowed us to make informative and strategic decisions to capture revenue while also growing awareness for the Junk Food brand to a new set of customers we’re continuously bringing to our site,” he noted.

Under the agreement, Tustin, Calif.-based Nogin is handling all aspects of Junk Food’s e-commerce operations, ramping up the manufacturer’s online performance with its Intelligent Commerce software, AI-driven marketing capabilities and high-touch digital services.

“We’re able to offer a turn-key solution for companies like Junk Food that combines all the elements they need to be more effective selling online,” said Geoffrey Van Haeren, president of Nogin. “Just as Amazon Web Services was revolutionary for on-demand cloud-hosting, the Nogin technology platform is a game-changer in e-commerce.” Other Nogin users include such major brands as Kenneth Cole, Honeywell, Hurley, Bebe, Lululemon, True Religion, Yeezy and Charming Charlie.

“Prior to partnering with Nogin, we had an in-house start-up digital business while only using an external digital marketing agency,” Hutchison explained. “The switch to Nogin has given us a best-of-class digital platform, allowing us the quickest solution to grow our digital footprint and capture more revenue faster.”

About Junk Food Clothing Junk Food came onto the scene in 1998, creating and forever changing the premium T-shirt market. Carried in thousands of top stores throughout the world, Junk Food is a celebrity favorite, featured weekly on numerous style icons in major media. Junk Food has signature soft fabrics and trend-leading fits that also include unique treatments that make each piece one-of-a-kind. Also a licensing powerhouse, Junk Food has rights to hundreds of major pop-culture licenses, including numerous sports leagues, artists and bands. www.junkfoodclothing.com

Making eCommerce Smarter

Jan Nugent

Nogin awarded the CIO Review’s “Most Promising eCommerce Technology Solutions Providers of 2021”

This article originally appeared in CIO Review and is reproduced here with permission.

“From a technology perspective, there is a great divide in e-commerce,” highlights Jan-Christopher Nugent, co-founder and CEO of Nogin, an Intelligent Commerce Company that is helping brands improve their performance by providing a new approach to e-commerce software and a host of outsourced services. On one end of the spectrum, there is legacy enterprise e-commerce software that is robust, scalable, and has massive capabilities but is inflexible, slow and expensive to deploy, and very rigid to optimize.

On the other end, there are nimble SMB e-commerce storefront solutions that leverage apps to be effective for simpler stores but have fundamental architectural issues that make them unsuitable for enterprises. “For brands and retailers, providing an exceptional experience to the consumer is a must. However, keeping pace and maintaining reasonable profit margins has been a challenge for the market. Nogin solves that with our unique Commerce as a Service approach to the market,” avers Nugent. The Tustin, CA-based company offers a cloud-based, full-stack, e-commerce platform that includes R&D, sales optimization, and machine learning, so stores drive exponential results. For those who need more, Nogin also provides artificial intelligence-driven marketing, fulfillment, and expert support to help global brands keep pace with big retail giants and drive predictable profitability.

The Nogin Intelligent Suite features superior catalog and full-stack capabilities, a market-leading algorithm, and AI advancements at its core. Nogin blends enterprise-class technology with the flexibility and nimbleness of a commercial solution on the front-end to deliver customers the high-performing, seamless online experience they demand while liberating margins and driving growth. The Nogin Data Scientists, along with AI, process millions of interactions, analyze activity across a brand’s entire operation, and have the potential to act in real-time to help businesses unlock growth, cut costs and identify the source of lost revenues.

“Today brands and retailers are on an island once they replatform, and it’s not really working. With Nogin’s cloud technology and services approach, all boats rise with the tide. We are driving the tech to grow sales, cut shipping, returns, fulfillment costs, and push those capabilities out to all clients,” adds Nugent. Nogin’s high-performing, multi-tenant, and multi-community Intelligent Core feature flexible architecture designed to efficiently manage e-commerce operations, complex catalogs, and sophisticated order management systems to power a business’ day-to-day operations.

Additionally, Nogin’s Commerce as a Service cloud approach constantly invests in R&D, thereby eliminating the need for clients to ever replatform. Nogin’s proprietary software continuously updates with new features for advancement and better results. Imagine getting an update that increases your conversion rate by 20% overnight. With Nogin, it is a reality. Brands and retailers that partner will Nogin can drive consistent and predictable profitability because the platform provides access to all the resources a brand needs. The solution unlocks benchmarks, best practices, and behavioral data with no hidden or extra cost while combining customer, industry, and market intelligence, all wrapped in one platform that gets smarter after every conversion.

Over the last seven years, Nogin has helped notable brands, including Honeywell, Hurley, Bebe, Justice, ModCloth, Lululemon, and True Religion, not only meet their goals but exceed expectations in all facets of their e-commerce business operations. For example, a Fortune 500 client needed to launch eight stores globally with multi-currency, multilingual, and omnichannel capabilities. Working with a traditional enterprise provider would have cost them approximately $20 million and taken over two years to roll out globally. Instead, by plugging into Nogin’s intelligent e-commerce platform, they developed multiple region and language-specific catalogs, with 11 different unique payment methods—all managed from a single catalog.

“The brands went live globally in 90 days on Intelligent Commerce across the entire online demand chain for 5% of standard fees and with the help of Nogin’s experts do over $100MM online. We are now helping them roll out additional divisions”, says Nugent. In the last five years alone, Nogin has grown 1100% profitability. The company will continue to drive Commerce as a Service for brands and retailers to drive exponential results over DIY and Legacy Commerce. “Our goal is to continue to advance our Intelligent Commerce Platform and spin-off apps of high touch technology to drive exponential results for the SMB market as well,” concludes Nugent.

Top Tech Trends Reshaping eCommerce in 2021 and Beyond

Tech Trends of 2021

If you haven’t noticed, there’s a big shift happening in the eCommerce space — consumer shopping habits are changing! As consumers continue to gravitate towards the convenient and seamless experience of shopping online in a post-pandemic world, eCommerce companies have been forced to adapt to remain competitive. Let’s look at some of the top tech trends you need to watch out for in 2021 and beyond.

Top Tech Trends in eCommerce

According to a study by Adobe, the eCommerce industry is expected to grow to $1 trillion by 2022 in the US. Due to the lasting impacts of the pandemic, consumers are now more willing to shop their favorite brands online instead of brick-and-mortar stores. (This is great news for eCommerce stores!) 

Whether it be through optimizing a digital marketing strategy or improving the overall customer experience, eCommerce companies must be willing to flex with the changing times to stay ahead. Here are some of the top trends you need to know as an eCommerce retailer.

Augmented Reality is Creating an Interactive Shopping Experience

With online shopping becoming the norm, augmented reality (also known as virtual reality or mixed reality) is the next big thing in eCommerce. Many sites are already using it to great effect in creating an immersive experience for customers. 

In the past, customers could only virtually access products using headsets like the GearVR or Oculus Rift; however, with the help of augmented reality technology, consumers can access most goods using a smartphone, tablet, or even desktop. 

As more companies continue to adopt augmented reality,  customers can easily use their devices to check out what a product looks like before purchasing. Some examples of companies who already use augmented reality include:

  • Ikea – With the Ikea Place app, users can virtually place true-to-scale pieces of furniture in their home to see if it will fit in a certain place. Not sure if the nightstand will match a room? Users can also use the app to see if a specific piece of furniture  matches the rest of the furniture!
  • L’Oreal – The L’Oreal Makeup app allows users to virtually try on makeup to see if certain makeup items would look good on them or not. This app makes it easy for consumers to shop without having to leave the comfort of their home. 
  • Warby Parker – Eyeglasses company Warby Parker has an app where consumers can try on different glasses styles by swiping through their collection while holding the camera close to their face. As a bonus, the company even allows customers to select a few glasses to try on in real life too — for free! Pretty cool right?

Fun Fact: Did you know that only 1% of retailers are using AR in the customer buying experience? For eCommerce brands, this is one great way to get ahead of the competition while increasing post-purchase satisfaction rates.

4 Tech Trends Infographic
4 Tech Trend Infographic

Chatbots are Improving the Customer Experience

Chatbots have been a huge gamechanger for digital storefronts. They allow companies to communicate with customers in a more personalized manner while increasing conversions. 

Chatbots can perform tasks like answering customer queries, resolving problems, or fetching product information from the website 24/7. If a chatbot cannot resolve a certain customer problem, the chatbot will then redirect the user to a live agent to help them out further. By using chatbots, companies can see an improved ROI and customer satisfaction rate while decreasing overall customer service costs. This is why so many companies today are adopting chatbot technology to grow their business. 

Fun Fact: Studies show that 69% of consumers prefer chatbots because of their ability to provide quick replies to simple questions. (This just goes to show that this is one trend you won’t want to overlook!)

Social Shopping is Paving the Way

Another trend to watch out for is social shopping. Social shopping is one of the fastest-growing avenues of revenue for eCommerce companies today. The rise of social media  and the ease of sharing information has made shopping on social media a reality for billions of consumers around the world. 

Retailers are realizing that consumers want to make informed decisions on what they purchase and where they shop. And, social shopping features through Instagram, Facebook, and other social media platforms have made it easy for consumers to shop for new and exciting products without having to leave their favorite social media platforms. With the help of social shopping features, online shopping has truly never been easier. Social shopping will be one trend in particular that will continue to drive revenue upward for both small and large businesses for years to come. 
Fun Fact: 84% of shoppers research a product via social media before purchasing.

Artificial Intelligence and Your eCommerce Store

Consumers don’t only want a personalized brand experience, they expect it. And, Artificial Intelligence (AI) enables retailers to take their brand experience to the next level through crafting a tailored experience that’s unique to the end-user.  

How? AI systems can bring personalization to life through scanning a user’s website search history, preferences, and other buying patterns to give customers product recommendations before they even know what they are looking for. Companies can then use AI to cross-sell and up-sell customers on other products leading to a higher ROI. It’s a win-win for both the consumer and the company.

Dominate the eCommerce Space with Nogin

Sometimes trends should stay trends, but when it comes to the tech trends we highlighted above, you won’t want to overlook any of them. Augmented reality, artificial intelligence, chatbot technology, and social shopping are the now. And, you have the option to either change with the times or stay behind. It’s your choice. What lengths will you go to improve your overall customer experience?

Want to dominate the market? Prep your eCommerce business for exponential growth, profit, and retention by checking out the Nogin Intelligent Suite.

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Ryan Gould
Vice President of Strategy and Marketing Services

Elevation Marketing

From legacy Fortune 100 institutions to inventive start-ups, Ryan brings extensive experience with a wide range of B2B clients. He skillfully architects and manages the delivery of integrated marketing programs, and believes strongly in strategy, not just tactics, that effectively aligns sales and marketing teams within organizations.

Ryan is known for taking complex marketing and business challenges and developing solutions that simplify processes while driving customer outcomes and business value. He also thrives on guiding Elevation teams toward execution of strategies that help companies succeed in new verticals, while staying true to core values and brand integrity.