eCommerce sales are predicted to experience a 19% year-over-year increase in 2020, accounting for 16% of all retail sales. That is according to a report by eMarketer’s eCommerce growth forecast.
In fact, if the momentum continues, the eCommerce industry will be worth almost $30 trillion by 2023 (up from about $25 trillion in 2019). With numbers like these, it is not surprising that more people are launching their own online stores — or adding them to their brick-and-mortar efforts.
Machines have been replacing human jobs since the Industrial Revolution, and this will increase even more as time moves on. The eCommerce industry is no exception. While eCommerce platforms are capable of handling many of the odds and ends of online shopping, new tools continue to emerge that further simplify eCommerce endeavours. Now is a time when developers have a golden opportunity to create tools that enhance the online buying and selling experience.
While there are many eCommerce platforms available for hosting your online store, external plugins offer features that will help take your brand to the next level. Here are five digital tools that can make your life easier as an eCommerce business owner.
- A live chat feature
Nothing says, “this store has its stuff together” like a live chat feature. From the outside looking in, incorporating live chat capabilities into your online store is downright professional. Visitors like the feeling of having someone available to answer their questions as they arise.
In Magento 2, LiveChat is an easy-to-incorporate extension, and you can even try it for free before purchasing it. If you do not operate your online store in Magento, there are still a variety of options available for other platforms. Do a search for live chat extensions in your platform’s app store.
- CRM integration
If you own an eCommerce business, you are likely not a stranger to customer relationship management systems — or CRMs. CRMs help manage a company’s interaction with current and potential customers. They help drive sales growth by following the customer journey and determining the best steps to take that will lead to an eventual sale.
Much of the data stored in eCommerce platforms and CRMs (such as customer details, payment methods and shipping information) is identical, and the only way to avoid duplicated manual entry is through a third-party extension that automatically syncs the information across the platforms.
For example, you may use Salesforce as your CRM (as it is among the most popular). If you use Shopify as your eCommerce platform, you may want to look into the Shopify Salesforce Connector.
- Two-factor authentication
Two-factor authentication is a process that requires a user to present two pieces of evidence proving his or her identity before access is granted for making a purchase. Because data security breaches are not uncommon, adding the extra layer of security to your online store is a good way to protect both you and your customers.
While there are individual two-factor authentication extensions for various eCommerce platforms, SAASPASS is an option that can be easily integrated with any eCommerce website or application. Customers will feel more secure when they are asked to provide this information.
- Product review reminder
eCommerce business owners should never underestimate the power of product reviews. Because so many people rely on reviews from other customers, they can help make or break a business. They are also very valuable if you are marketing your business on a budget.
Unfortunately, not every customer who is satisfied with your product will take the time to share their positive experiences with others. When you implement a product review reminder extension, you have a much better chance of harnessing public praise from a satisfied customer.
Product review reminders, such as the one offered by MagModules for Magento, allow you to send a product review reminder to a customer after a certain number of days. As an added incentive, you can reward customers with a coupon when they leave their feedback.
While advanced eCommerce platforms come equipped with many useful features, there are many add-ons available to help enhance your online retail operation. The recommendations listed here are far from comprehensive, but they offer a good starting point if you are looking to go above and beyond in your business efforts.
