Infographic: the impact of COVID-19 on e-commerce

In the coming years, we will rely even more on digital, as COVID-19 has only accelerated the trends. 68% of consumers surveyed said that COVID-19 has intensified their expectations regarding the digital capabilities of companies.

E-commerce in 2019 around the world

24 million e-commerce websites
2.05 billion online shoppers
3.5 trillion US dollars

Since the COVID-19 pandemic…

25% of physical retail outlets have launched an e-commerce website
88% of consumers tried a new brand
24% of men and 18% of women increased their frequency of online shopping
Local vs international: It’s a draw!
- 50% of online shoppers ordered from an international website
- 50% of online shoppers ordered from a website in their country of residence

What’s next?

Consumers expect to do more online shopping after the pandemic than they did before. This affects:

58% of B2C consumers
80% of B2B consumers

The customer experience in times of crisis

The demands of Internet users have evolved with the health crisis, so we have a few tips for a successful customer experience:

Clearly indicate your shipping times and business hours.
Simplify contact with customer service, making it more available and accessible.
Allow customers more flexibility when it comes to changing, cancelling or postponing their orders.
Be transparent and reassuring to reduce uncertainty.
Use the omnichannel approach for synergy between brick and mortar stores and online shops (e.g. click and collect).
Provide an online customer experience that is just as good as—if not better than—the in-store experience, with a more interactive website (video demo, shopping guides, chat with an advisor, etc.) and promotion of user-generated content (reviews, product photos, questions/answers, etc.).