The Post-Pandemic Shopper
The landscape of retail has changed. The new normal is built around the post-pandemic shopper who demands new “convenience touchpoints” that are different from how we engaged before. The mentality is meet these needs or lose your customer base.
The Omnichannel Retail Contact Center & Social Shopping
There are a few options to approach this. One method is using omnichannel contact center software. According to a McKinsey survey, 75% of Americans changed their shopping behavior when COVID-19 began, stating around 40 percent say they have changed brands, with the level of brand switching doubling in 2020 compared to 2019.
As retailers follow customers into the social space, the core idea behind social shopping is that individuals are influenced by their friends’ purchases and recommendations, while everyone shops from the comfort of their own homes.
So how should businesses reimagine the customer approach to retail, especially in the world of e-commerce? Let’s start with the rise of social shopping.
More and more, we see greater integration between social platforms and e-commerce. With technologies like ShopShops and TalkShopLive, almost anyone – from influencers to shop owners to amateur enthusiasts – can be show hosts. Brands and retailers have been pivoting to join this movement. This creates a virtual shopping experience that can be shared together by a social network of friends via TikTok, Instagram Live, and Facebook Live.
Shoppers can share, recommend, suggest, and comment on products or services with others via social media networks.