Insights

E-Commerce Snapshot: unify the buying experience.

Covid-19 pandemic has changed buyer’s shopping behavior dramatically. Amid covid, consumer shifts towards online shopping for even essential, necessary items. This allows many business owners to either start selling online if they were not before or grow their online presence and eCommerce store items if they were already selling online pre-pandemic. Let’s begin with what is eCommerce?

What is eCommerce?

eCommerce stands for “electronic commerce,” representing all buying and selling activities over the internet. It doesn’t only limit products; buying Software development service, and Handyman service can also be considered eCommerce.

eCommerce doesn’t always occur from laptops or desktops. More than 70% of web traffic nowadays comes from mobile, which refers to mobile commerce. Motivated by the extensive popularity of smartphones and the comfort of online shopping, mobile commerce sales are expected to rise even more.

Benefits of eCommerce

While there are several reasons to start an eCommerce business, you can expect some extraordinary benefits once you begin the business.

Store open24X7

Customer visiting your online store never stops because you are always open instead of physical store limited business opening hours.

No geographical boundary

Physical store limits your business to a geographical border, depending on where your business originated. On the other hand, an eCommerce store allows reaching customers all over the world.

Convenience

Ecommerce provides the best in convenience and accessibility. Customers can find precisely what they need, at any time, directly from their desktop or mobile device. More comfort for the customer translates into more business for your company.

Targeted and effective marketing

Instead of traditional marketing using leaflets, brochures and, newspaper ads, an eCommerce store allows you to do digital marketing for your products. You can also target an audience rather than a global audience with traditional marketing.

Types of business model

Whether you sell products directly to consumers or other businesses, eCommerce can be used to sell online. Let’s have a look at eCommerce business models.

Business to Consumer (B2C)

B2C commerce refers to selling goods or services directly to the consumer. This is the most common business model in eCommerce.

Business to Business (B2B)

B2B commerce refers to selling products and services to other businesses. This business model typically has bulk ordering and recurring transactions.

Direct to Consumer (D2C)

D2C is similar to B@C in terms of selling to the consumer but different on the business side. It allows for selling directly from the manufacturer instead of utilizing third-party retailers.

Let’s have a look at how the Salesforce Commerce cloud help unifies the buying experience.

Unify the buying experience

Your customer’s data helps deliver a unified experience using a single identity for each customer across your eCommerce site and community. One identity can help you unify your customer data across all clouds. It’s unified across Sales, Marketing & commerce cloud, and a Service cloud for the consistent user buying experience.

Sales

Salesforce eCommerce lets brands create and coordinate shoppers’ online experience and transactions across all channels and devices. A considerable part of the online experience is web and mobile. Using a salesforce, eCommerce organization can build responsive eCommerce sites that are compatible with desktop, mobile, and tablets with prosperous online storefronts. eCommerce solution comes fully loaded with all the functionality organizations for operating a business online, including but not limited to the shopping cart, checkout, and all customization capabilities.

For many small or large businesses, one eCommerce site is just not enough. When companies have more than one brand or sell in multiple countries, they typically need different brands and geography sites. Using salesforce eCommerce, businesses can launch and manage multiple sites for other brands or geographical locations in one place and, therefore, can deliver a unified buying experience for their buyers no matter where in the world they are located.

Salesforce eCommerce plays a considerable role worldwide. More than 3,000 websites in more than 50 countries get their sales power through Commerce Cloud. In 2017, 540 million unique shoppers bought something online through a Commerce Cloud-powered website, and online sales through Commerce Cloud equaled the US $21 billion. This is super big!

Marketing and Commerce

Shoppers don’t only visit the web or mobile sites. They also interact with brands using email, Social media. Brands can make every email communication and social media communication more personalized and unified by integrating eCommerce sites with their marketing solution.

Merchants can use email to send personalized recommendations based on customer order history. Salesforce eCommerce utilizes Artificial Intelligence by processing customers’ available data from all platforms and helping merchants design a unified digital marketing newsletter.

In-Store

Shoppers not only shop online but also visit stores. To provide the same unified buying experience store associate needs the same information available to them through their store kiosk. Salesforce eCommerce can easily integrate with store kiosks to give shoppers improved service and access to more inventory than what is available just in-store.

Customer service

Today’s consumers expect your customer service representative to know everything about them including their previous complaints and shopping history, when they reach out for support. They do not like to provide all the information regarding products they are reaching out to you for.. Therefore, it’s vital to have all the information readily available for your customer service representative when your customers call or emails. The customer feels more confident in your brand if you can assist them in as little time possible with as little questions asked. Salesforce eCommerce platform tracks all the client information to the different objects within salesforce, and it integrates with the service console to provide a 360-degree view of your customer to assist them with their query better.


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