In the face of the COVID-19 pandemic, which has had a huge impact all over the world and especially in the e-commerce sector, consumers and businesses have had to adapt to the new rules and new lifestyle. What are the expectations of customers today in terms of e-commerce and especially in the export transportation industry? charging station
the order and delivery management platform dedicated to e-merchants around the world, explains this to us thanks to a study conducted with BigCommerce.
The pandemic has dramatically changed consumer behavior and online shopping is now increasingly popular. However, vendors and organizations had to respond quickly to meet their customers’ demand.
This third study, commissioned by ShipStation and BigCommerce, conducted at the beginning of the year on more than 600 consumers in France, makes it possible to measure the overall impact of the COVID-19 pandemic on e-commerce and constantly changing expectations. Purchasing, shipping and delivery.
What are the spending trends?
While 38% of French consumers surveyed said they spent about the same amount in 2020 as in 2019, 24% said they spent more in 2021 than in 2020.
In terms of the current year, 35% do not expect any change in their consumption habits, but French consumers confirmed that the pandemic has made them more aware of the local and independent brands they want to support.
Another important trend: Almost half of French consumers said they were willing to pay more for postage (55%) and return costs (45%) to support small retailers or local/independent retailers.
Consumers generally compare small businesses to large retailers, which influences their perceptions and behaviors. Thus, 2 out of 3 French consumers surveyed believe that small businesses respect delivery times better because, according to them, they face fewer challenges in terms of supply chain and/or shipping than large retailers.
Rise in online shopping
In the absence of the ability to go to physical stores while booking, online purchases are becoming increasingly popular. Perhaps one of the most radical changes in buyer behavior has been the rapid adoption of the online shopping process.
Note that more than half of consumers (54%) also say they will definitely continue to do most of their shopping online in the near future.
Adapting to new procurement methods
To make it easier for consumers to adapt to new buying methods, sellers have streamlined their processes.
67% of respondents said that it is now easier to buy online than it was before the pandemic, in particular thanks to the streamlining of e-commerce sites that offer more diverse product categories.
Moreover, during and after the pandemic, social media has been a powerful tool for driving consumer engagement and increasing the reputation of small businesses.
What do customers expect in terms of delivery?
Free delivery and streamlined returns have been essential during the pandemic for retailers to satisfy and retain their customers. Today, these two factors still influence consumer confidence.
However, the study shows that 72% of respondents agree that they expect retailers to offer free shipping during the COVID-19 pandemic to make up for the longer shipping times.
In addition, nearly 2 in 3 French consumers now expect retailers to offer free delivery (62%), extended return times (61%) and free return costs (68%) on a permanent basis.
Providing clear and consistent shipping and delivery information is key to developing and retaining customers while ensuring customer satisfaction. In fact, 79% of French consumers say real-time monitoring of the progress of shipments is more important to them today than it was before the pandemic.
Transparency about shipping and delivery is most important to consumers when it has a cost and 86% of French consumers expect complete transparency about shipping times and costs if the retailer does not offer non-delivery.
ShipStation offers continuous delivery tracking
Small businesses and local/independent businesses do not yet fully meet customer requirements. Consumers demand to see the status of their orders and say they are no longer willing to be patient with smaller retailers. As a result, 87% of French consumers say seeing the state of charge is important when shopping with small, independent businesses. And if shipping status or returns are not indicated, 69% of consumers surveyed would prefer to buy from large retailers rather than small businesses.
Despite this, 86% of respondents agree that, overall, small businesses or local/independent businesses meet their expectations in terms of communication regarding the status of applications. Also, even though the pandemic has hit small businesses hard, many consumers decided to shop at small businesses to support the local economy and 55% were willing to pay more and save money. Pay shipping costs (55%).
What are the strategies for adapting to new e-commerce trends?
A host of new approaches to selling have emerged in e-commerce.
Social selling, according to online sales on social networks, is established as an essential promotional tool because it is possible to buy directly via a post.
On the other hand, the video medium is a format that, on the Internet, allows you to highlight your products, create atmosphere and attract attention on a sensory or even emotional level, beyond a simple image.
Platforms such as “Amazon” or “Rue du Commerce”, also called “marketplaces”, make it possible to increase the visibility of products with millions of potential customers by providing sales territories for all types of merchants.
Clicking and bundling continues as a way to maintain a physical link while eliminating the expectation of delivery. The system is useful because it saves delivery costs and builds customer loyalty.
Finally, personalized, fast and environmentally responsible delivery plays an important role in purchasing decisions.
ShipStation makes it easy to adapt to these trends
As shoppers become increasingly demanding about e-commerce delivery, ShipStation helps tens of thousands of e-merchants deliver an unforgettable delivery experience every day. Provides an order management platform to automate and synchronize the processes of each delivery.
To understand all customer expectations about delivery, ShipStation and BigCommerce e-book
It offers an in-depth analysis of online shopping habits that brings together all the new e-commerce trends.