The growth of e-commerce is already a reality. After all, if the public previously preferred to shop in physical stores, today this reality is challenged by a greater preference for online channels. It’s no coincidence that, according to the Brazilian Association of Electronic Commerce (ABComm), the sector grew by 10.5% in 2024, generating a revenue of R$204.3 billion. Given its significant representation, 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 could help meet public demand.
But if, for some merchants, this was a “temporary” measure, this argument is now refuted, considering the strong adherence of customers to online shopping. That is, more and more people are connected and using tools that contribute to speed and convenience at the time of purchase. Additionally, today’s customers are more demanding and observant, which requires meticulous care.
In other words, beyond just ensuring 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 provide personalized support, regardless of the digital medium the customer is using. This action 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 customer service channels. Whether in a physical or digital environment, the consumer must feel the same care and support, from product selection to the presentation of payment options.
#3 Logistics: if the customer doesn’t want to leave home, the product has to reach them—and quickly. This is an efficient strategy already being adopted by major players like Mercado Livre. Thus, the organization needs to develop a logistical plan to meet deadlines and customer expectations.
#4 Inventory management: there’s no point in selling without ensuring the product is available. That is, it is crucial to integrate stock data and information for better operational control, whether physical or digital, to avoid stockouts.
#5 Artificial Intelligence: to effectively implement the above trends, technological support is essential. In this context, AI emerges as a strong trend due to its versatility in supporting tasks ranging from function automation (e.g., customer service, pattern and data analysis) to defining strategies like operational control, security, and compliance.
All these trends share the common theme of reinforcing the importance of structuring operations. In this regard, relying on robust, specialized solutions for this type of commerce is indispensable, as they support overall management, control, and, above all, ensure greater efficiency and quality.
Even though e-commerce has seen explosive growth—and, for many organizations, in an unstructured way—it is a model that will continue to expand, given current consumer behaviors and preferences. As proof, according to ABComm, the industry is expected to generate R$224.7 billion in revenue this year, growing another 10% compared to 2024.
Therefore, those who have not yet invested in establishing a digital presence or implementing reach strategies will undoubtedly fall behind. Thus, in addition to leveraging the right resources, seeking the help of a specialized consultancy is an excellent step in defining the best path forward.
We live in the digital age. If having a store in a strategic location was once what guaranteed sales success, now, beyond that, businesses must be present online. As technology facilitates access, it is crucial for merchants to keep up with this movement to achieve better results. After all, the future isn’t just ‘selling online’—it’s about offering a fluid, intelligent, and integrated experience to the consumer. Retailers who fail to adapt will likely lose their place.
