The growth of e-commerce is already a reality. After all, if before the public preferred to shop in physical stores, today this reality is contrasted with a greater preference for online channels. It’s no wonder that, according to the Brazilian Association of Electronic Commerce (ABComm), the sector grew by 10.5% in 2024, recording a revenue of R$ 204.3 billion. Given such significance, it is essential for the industry to invest in the right strategies to support its performance.
For years, we have witnessed the strength and expansion of e-commerce. This movement gained even more relevance, especially during the pandemic, when businesses had to adapt to the period of social isolation and migrate to platforms that would help meet public demand.
But, if for some merchants this was a ‘provisional’ measure, today this argument is refuted, considering the high adherence of customers to online practices. That is, more and more people are connected and using tools that contribute to speed and convenience when shopping. Additionally, today’s customers are more demanding and observant, which requires rigorous attention.
In other words, more than just ensuring that there are products to meet demand, it is essential for organizations operating in e-commerce and looking to expand their reach to focus on five key aspects:
#1 Customer Experience: customer service must be fluid and integrated across all channels. That is, it is essential to ensure personalized service that provides support, regardless of the digital medium the customer is using. This action is what ensures conversion to purchase and, consequently, customer loyalty.
#2 Omnichannel: complementing the previous point, it is essential for companies to define how to integrate their service channels. Whether in a physical or digital environment, the consumer needs to feel the same care and support, from product selection to the presentation of payment methods.
#3 Logistics: if the customer no longer wants to go out, the product must come to them—but quickly. This is an effective strategy that has been adopted by major players, such as Mercado Livre. Thus, the organization needs to develop a logistical plan to meet deadlines and fulfill customer expectations.
#4 Inventory Management: there’s no point in selling without ensuring that the product is available. In other words, it is crucial to integrate inventory data and information for better control of operations, whether physical or digital, to avoid shortages.
#5 Artificial Intelligence: to effectively execute the previous trends, it is essential to rely on technology. In this context, AI emerges as a strong trend due to its versatility in supporting tasks ranging from function automation—such as customer service, pattern and data analysis—to defining strategies like operational control, security, and compliance.
All these trends share the fact that they reinforce the importance of structuring operations. In this regard, relying on robust and specialized solutions for this type of commerce is indispensable, as they support overall management, control, and, most importantly, ensure greater efficiency and quality.
Even though e-commerce has experienced explosive growth—and, for many organizations, in a disorganized manner—this is a sector that will continue to expand, considering current consumer behaviors and preferences. As proof, according to ABComm, this year the industry is expected to reach a revenue of R$ 224.7 billion, representing a further 10% growth compared to 2024.
Therefore, for those who have not yet invested in establishing a digital presence or are not pursuing reach strategies, they will certainly fall behind. Thus, in addition to having the right resources, seeking the assistance of specialized consulting is an excellent step to determine the best path forward.
We live in the digital age. If before having a store in a strategic location was what guaranteed sales success, now, in addition to that, it is necessary to be present on digital platforms. As technology facilitates access, it is essential for merchants to keep up with this trend for better results. After all, the future is not just ‘selling online,’ but offering a seamless, intelligent, and integrated experience to the consumer. Retailers who fail to adapt will likely lose their place in the market.
