The year 2014 was a fruitful one with online sales galloping. It made offline retailers feel the heat of competition, forcing them to expand to the online space.

Coming to 2015, efficient customer service is going to top the priority list of online retailers, owing to the escalating tug-of-war between e-tailers and retailers, and among the e-commerce firms themselves. At such a time, it’s crucial for online stores to distinguish themselves from other firms and establish their foothold in the market. This is possible only by providing a smooth and hassle-free shopping experience to their customers which, in turn, will generate a positive brand name in the market.

Delivery speeded up The upgrading of mobile technology has influenced people immensely, it has resulted in more consumers using the mobile phone, instead of the laptop or desktop, for online shopping. As mobile technology has become more secure and reliable, it has enabled a successful shopping experience for consumers. This clearly means the diversification to mobiles and smart phones is no longer a mere option for e-tailers but a compelling necessity to survive in a fiercely-competitive market. Hence, e-commerce companies are sure to upgrade and augment their operating systems in line with the needs of their patrons.

Online shopping is poised to get convenient like never before, due to the growing influence of social media. Social media platforms have become an effective marketing tool for online/offline firms, making the purchase transactions easier for customers and benefiting e-tailers in pocketing more profits. Twitter has started the trend with its ‘Buy’ button, to promote in-app purchases. Others are likely to follow suit.

The concept of ‘express delivery’ and ‘delivery within hours’ has already gained momentum. If it continues successfully and at the same pace, more customers are likely to get attracted towards online shopping. The inability to deliver fast was one of the major obstacles to attaining success in the industry. That has undergone massive metamorphosis since then, owing to rising competition and increasing awareness among customers. Amazon.com recently announced plans to develop ‘Delivery Drones’ that will ensure swift and speedy delivery, by shortening the delivery time to around 30 minutes.

Deal-clincher Also, price comparison sites will play a vital role in 2015. More competition and a thinning line between the brick and click models will bring price comparison sites into the limelight. These sites are likely to receive an enormous amount of traffic this year. Online firms clamour for attention, often confusing buyers regarding what to buy and from where to buy. It is possible for e-tailers to take advantage of this confusion and bombard consumers with offers that imply discounts to cut the competition.

In such a situation, consumers will want to compare the prices of products before taking the final purchase decision. This is where price comparison sites come in. Providing hourly updates for products with fast-changing prices, they present buyers with the lowest prices available, enabling them to zero in on the product with the right price.

Shoppers are gearing for exciting times ahead. E-commerce firms will leave no stone unturned to attract customers. The players that will win the race are those that offer steady innovation, tactical promotions and guarantee customer loyalty and retention in the long run.

(Suresh Sharma is Founder and Director of iSpyPrice.com, a price comparison site)

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