Coronavirus: In e-commerce, nothing will ever be the same again

Coronavirus: In e-commerce, nothing will ever be the same again
Thu, 28/05/2020

Online trade is currently undergoing an enormous change. People who rarely or never ordered online before are doing so more and more at the moment - and this increase will not flatten out even after the crisis. How can e-commerce prepare for this and why should retailers react quickly now?

The shift from bricks-and-mortar to online retail

In recent weeks, there has been a huge shift from bricks-and-mortar retail to online retail. Parcel volumes skyrocketed. Online grocery retail saw a 20 per cent increase in orders compared to Christmas 2019. E-commerce is booming and bursting at the seams. For example, one can see from the Electronics & Multimedia segment that order volumes increased dramatically during the Corona crisis. When the Corona crisis is over (and hopefully it will be at some point), customers who previously shopped in brick-and-mortar stores will continue to do some of their shopping online.

Online trade in electronics & multimedia is currently booming.

Tapping into new target groups

Who hasn't made an online order in the last few weeks? Even people who rarely or never order online have been to online shops in recent weeks and stocked up on necessary products. Especially older people who are or were not so familiar with the digital world have discovered the joys of online shopping. And it is precisely for these groups of people that online shopping needs to be made as easy and convenient as possible. There are already a few different online shopping types. Here you can find an overview of the six online shopping types that already exist. Here, we are now adding some new groups of people who, up until now, have preferred to shop in bricks-and-mortar stores. This can have various reasons: No trust in existing logistics processes or too little digital know-how - to name just a few. However, it is precisely this target group that is now recognising the advantages of online shopping. However, so that they are not lost as customers as soon as the stationary shops open again as usual, they need to be picked up by the retailer. This means that their shopping experience and convenience must be adapted to that of bricks-and-mortar retail. This only works if the operations experience in the company is improved.

Keeping an eye on the operations experience

This is exactly the time to act quickly and provide customers with a seamless shopping experience. First and foremost, it is important to provide everyone with the best possible customer experience. But that is not all! If you also want to stand out from your competition in the long term, you should go one step further and tackle the optimisation of your Operations Experience (OX). What this means. Retailers can improve the customer experience through the Operations Experience during the entire order processing. All relevant process steps in fullfilment can be controlled by the retailer itself. This means that problems can be identified at an early stage and a proactive response can be taken. Via fully configurable and automated workflows, companies can communicate directly and in a highly personalised way with the customer at all relevant points in the process and no longer have to hand over this valuable contact point to third parties such as DHL & Co. In this way, companies ensure a consistent brand experience, proactive customer service and maximised cross-selling potential.

Sounds interesting, but you need help with the implementation? No problem! We are happy to help.

Conclusion: The new era of online retailing

A new era has begun in e-commerce, as many people have already become accustomed to ordering their goods from online shops and the benefits of doing so are enormous. New target groups are being opened up and these will not leave even after the Corona crisis. If logistics processes and the operations experience are optimised by the retailer, e-commerce will have a successful future.

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