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Key Enterprise eCommerce Platform Features to Look Out for in 2024

  Enterprise eCommerce platforms offer many opportunities for businesses to grow and expand their business. From handling massive product catalogues to multiple SOPs, enterprise eCommerce platforms are equipped with everything a modern business needs to survive in the competition. Let’s look at some of the essential features that are making their mark in 2023: Augmented Reality (AR) Technology This feature has been around for a while but recently we are witnessing a surge in its growth. It is a technology that allows users to virtually try out products such as jewellery, apparel, decorative items, etc. A recent study showed that AR produces 200% more engagements than non-AR equivalents. Chatbots An eCommerce chatbot is a software-generated bot using AI technology. It helps to give instant solutions to users about frequently asked questions ( FAQs ). A survey showed that 74% of the customers would choose a chatbot over a human agent to look for answers to FAQs . Let us now look ...
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Key Enterprise eCommerce Platform Features to Look Out for in 2024

 


Enterprise eCommerce platforms offer many opportunities for businesses to grow and expand their business. From handling massive product catalogues to multiple SOPs, enterprise eCommerce platforms are equipped with everything a modern business needs to survive in the competition. Let’s look at some of the essential features that are making their mark in 2023:

Augmented Reality (AR) Technology

This feature has been around for a while but recently we are witnessing a surge in its growth. It is a technology that allows users to virtually try out products such as jewellery, apparel, decorative items, etc. A recent study showed that AR produces 200% more engagements than non-AR equivalents.

Chatbots

An eCommerce chatbot is a software-generated bot using AI technology. It helps to give instant solutions to users about frequently asked questions (FAQs). A survey showed that 74% of the customers would choose a chatbot over a human agent to look for answers to FAQs.

Let us now look at these technologies in detail:

Augmented Reality (AR) in eCommerce

Benefits

AR technology can bring several benefits to the world of online shopping, both for retailers and customers.

For Retailers, AR has helped boost customer sales. As customers can themselves get a feel of the product, there is less interaction needed from the seller side. It has also helped in decreasing the amount of return or replacement orders.

For Customers, AR has given them a seamless shopping experience. They don’t have to spend a lot of time pondering over their choices, as they can directly get a feel for it; before they even buy. Talking about better customer satisfaction!

Best Practices

There are several best practices that you should follow while using AR for eCommerce:

  1. Make the experience seamless: The AR experience should be seamless, and customers should not face technical glitches while using it.
  2. Use High-Quality resolution images: The use of high-quality images is a must if you want customers to have a good experience.
  3. Keep it simple: The process should be simple, anyone should be able to understand and use them on their own, in a jiffy.
  4. Keep improving the experience: Optimization of your technology with the goal of customer experience in mind should be a necessary practice.

eCommerce Chatbots

Types

There are mainly 3 types of chatbots in eCommerce:

  1. Artificial Intelligence (AI) based chatbots: These bots use natural language processes and conversational AI. They mimic human behaviour and speech patterns while conversing.
  2. Rules-based: These chatbots are designed to answer some predefined questions that have been set, with some variations.
  3. Hybrid: These bots display the characteristics of both AI-based and Rule-based chatbots. These are complex but provide a better experience to the user.

Most of these bots can integrate smoothly with social media and messaging platforms like WhatsApp, Facebook Messenger, Instagram, Google My Business, Snapchat and X.

These chatbots can also be easily integrated in the sellers’ website, or any other online store, such as Shopify.

Benefits

eCommerce chatbots can:

  1. Answer FAQs: This is a major time-saver for the business as they can provide instant value to the customers. The users don’t have to wait if there are no agents available to support them.
  2. Engage: Chatbots can stay with the customers throughout their journey, while they are checking products and/or services out. They can ask questions like: “Hi, how may I help you?” or “Would you like to have a little tour?” It helps to keep them engaged.
  3. Automate sales: A chatbot can help the customer through their buying journey too. It can offer them sales and promotions, offer them customized product suggestions, and also prompt them to the next stage in the checkout process.
  4. Gather feedback and data: This feature is very helpful for retailers. Chatbots can not only guide and engage with a customer, but they can also store data about the customers’ query, behaviour, engagement, sentiment and interactions. These insights are valuable and help to know more about their customers, giving the business ample improvement opportunities.
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