What Are the Customer Expectations of a Good Ecommerce Service and How It Has Evolved?

Customer expectations are, by definition, all sorts of behaviors or actions people expect when interacting with a business. In the past, customers have expected fundamentals like good service and fair prices. However, modern customers have much higher expectations, such as personalized interactions, proactive service, and cross-channel experience. Learn more on how to offer the best and maximum benefits from the company to each existing consumer.

To better comprehend the changes in customer expectations, Salesforce Research surveyed 6,700 consumers and commercial customers worldwide. In this study, “customers” are a summary of responses from consumers and business customers. These results, published in the second issue of the Connected Client Status Report, provide a detailed overview of:

• Factors that influence customer expectations
• What new technologies are affecting the future of customer service
• Why is brand trust becoming more important and how can companies promote it

Initially, a study found that 76% of customers say it’s now easier than ever to move their business from brand to brand to find an experience that meets their expectations. Customers benefit from breakthroughs in the mobile, cloud, artificial intelligence, and social to create valuable, personalized, and straightforward experiences. That’s why they expect every company they interact with to have a great experience just like having a private pension.

New Customers Expectations

Here you will find a checklist of the expectations of users who are entering and those who will enter the e-commerce sector in the future.

1. Elegant Web Space and Showroom

The achievement of your online store largely depends on whether you work offline. Although companies consider online stores and regular stores mainly as two independent organizations; Customers take them seriously. There is no deviation from the usual if the customer expects a smooth shopping experience when switching from an online shop to an offline shop or vice versa to buy goods.

2. The Same-Day or Immediate Delivery of Products

Based on McKinsey research, almost 25% of consumers are ready to pay a premium for delivering goods on the same day or immediately. Not surprisingly, the study shows that it’s the young consumers who are opting for the same day delivery.

In response to this new expectation of users, e-commerce sites are incorporating three types of delivery models for fast delivery, namely autonomous ground cars equipped with lockers, drones, and bicycle couriers. In case you want instant delivery visit next day delivery.

3. Flexible Payment Methods

In the initial phase of e-commerce, payments were only possible with a credit card. However, there are several payment options available these days, including Amazon Pay, PayPal, Apple Pay and Amex Express Checkout. Overstock.com offers the opportunity to pay with Bitcoins. However, it is not yet known if users are familiar with cryptocurrencies. Mobile wallet has also been accepted by 29% of online companies.

4. More Customer Service Channels in Order to Connect Easily

In any case, customers should have more channels to communicate with their customer service team. In addition to click-to-call and chat, they should also be able to communicate through various social networks.

How does that help?
For example, suppose a user is sitting at his desk and cannot answer your phone calls. In such cases, they should be able to communicate with you through a WhatsApp message. If you are driving, you may not be able to chat, but you can call the support team.