The growth of e-commerce is already a reality. This is because, whereas previously the public preferred to shop in physical stores, today this reality is confronted with a greater preference for online channels. Not for nothing, according to the Brazilian E-Commerce Association (ABComm), the segment grew by 10.5% in 2024, recording a turnover of R$ 204.3 billion. Considering such representativeness, it is essential for the sector to invest in the correct strategies to support its performance.
For years, we have been witnessing the strength and expansion of e-commerce. This movement gained even more representativeness, especially during the pandemic, when businesses had to adapt to the period of social isolation and migrate to platforms that assist in meeting the demands of the public.
However, if for some merchants this was a “temporary” measure, currently, this argument is refuted, considering the great adherence of customers to online practices. That is, more and more people are connected and using tools that contribute to agility and convenience when making purchases. In addition, today’s customer is more demanding and observant, requiring careful attention.
In other words, more than just ensuring that there are products to meet the demand, it is essential that e-commerce organizations that want to maximize their reach pay attention to five key aspects:
#1 Customer experience: customer service must be seamless and integrated across all channels. In other words, it is essential to ensure personalized service that provides support, regardless of the digital platform the customer is navigating. This action is what ensures conversion for the purchase and, consequently, customer loyalty.
#2 Omnichannel: complementing the previous topic, it is essential for companies to define how to integrate service channels. Whether in a physical or digital environment, the consumer needs to feel the same care and support, from choosing the product to presenting payment methods.
#3 Logistics: if the customer no longer wants to go out, the merchandise must reach them – but quickly. This is an efficient strategy adopted by major players, such as Mercado Livre. Therefore, the organization needs to plan logistics to meet deadlines and fulfill customer expectations.
#4 Inventory Management: it is pointless to sell without the guarantee of having the product. Therefore, it is crucial to integrate stock data and information for better control of operations, whether physical or digital, to prevent stockouts.
#5 Artificial Intelligence: to ensure the effective execution of the previous trends, it is essential to have the support of technology. In this context, AI emerges as a strong trend due to its versatility in supporting tasks ranging from automating functions like customer service, pattern and data analysis, to defining strategies such as operational control, security, and compliance.
All trends have in common the emphasis on the importance of structuring operations. In this regard, having robust and specialized solutions in this type of commerce is essential, as they support all management, control, and above all, ensure more efficiency and quality.
Even though e-commerce has had explosive growth – and, for many organizations, in a disorganized way – this is a modality that will continue to expand, considering current behaviors and preferences of the public. As proof of this, still according to ABComm, this year the vertical is expected to reach a revenue of R$ 224.7 billion, expanding another 10% compared to 2024.
Therefore, for those who have not yet invested in creating a presence in the digital environment or who do not seek to implement outreach strategies, certainly, they will be left behind. Thus, besides having the correct resources, having the assistance of a specialized consultancy is an excellent step to define the best path to follow.
We live in the digital age. If before having a store located in a strategic location was what guaranteed sales success, now, besides that, it is necessary to be on social media. As technology favors access, it is essential for merchants to seek to keep up with this movement for better results. After all, the future is not just “selling online,” but offering a smooth, intelligent, and integrated experience to the consumer; the retailer who does not adapt will likely lose space.
