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e-Commerce and Web Technology
The Internet is a worldwide system of interconnected computer networks that use the TCP/IP set of network protocols to reach billions of users. The Internet began as a U.S Department of Defence network to link scientists and university professors around the world and has evolved into the interactive web we know today.
Where to next?
Like Industry 4.0, Web 4.0 has seen an increasingly integrated future that can provide real time views from billions of data points in a personalised format. A future where personal assistants, digital workers and emotional intelligence is commonplace, and where automation is delivering us a level of accuracy that we trust just as we do a light switch.
The internet is driving this transformation from content and context to a place of emotional intelligence and automation, which is why a correctly aligned agile digital transformation plan is critical to all organisations.
What is e-Commerce and what does it have to do with the internet?
e-commerce (electronic commerce) is the term used to describe the ability to electronically buy and sell products or services, or to transmit funds or data using the internet. The web is a fundamental part of conducting this type of transaction and has more recently overtaken any other form of sale.
e-Commerce and Web technologies are critical to accelerating digital transformation and, in most industries, are fast becoming the primary customer engagement tool, replacing shop fronts and augmenting kiosk systems around the world.
The pillars of optimising e-Commerce
Accessibility & Simplicity
Accessibility & Simplicity
Accessibility & Simplicity
Accessibility and simplicity are;
Making it easy to access your website across devices, making it simple to search and find products, making product information and technical specifications easy to understand and readily available.
Speed and Organisation
Accessibility & Simplicity
Accessibility & Simplicity
An easy to navigate organisation of categories but only as a backup to a great search function enables you to speed your customer to point of sale.
The balance here is a point of elegance vs speed, and depending on your customer and product value those two need careful consideration.
Empower
Accessibility & Simplicity
Trust and Security
Make it easy for customers to find what they need, from invoices to tracking information to returns.
Empower your customers to handle various account related tasks by themselves and you create the fastest and most cost-effective solution
Trust and Security
Personalisation & Experience
Trust and Security
Security is a big concern in e-Commerce, and this will grow as time goes on and as technology progresses.
For e-Commerce managers, a lack of security and trust can become a barrier to conversion. However, if prospective customers can feel confident that their security is your priority you can, in turn, feel confident of revenue growth.
Personalisation & Experience
Personalisation & Experience
Personalisation & Experience
Website Personalisation drives great customer experiences and it all starts with knowing your visitors. Gaining insight into past visits to your site enables you to tailor content specifically to their needs on future visits.
Use web analytics data to establish the best customer journey. Understanding their product preferences, when they visit your site and through which channel, are simple measures that can start to take you on the road to personalisation.
Customer Service
Personalisation & Experience
Personalisation & Experience
With such fierce competition customers expect great customer service though a communication channel they are comfortable with.
Popular examples currently used include Facebook, Twitter, WhatsApp, Livechat, phone and E-mail.
The key is to have a multichannel, personal approach, and where possible one that is proactive.
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Webtrends Optimize
Webtrends Optimize is a conversion rate optimisation (CRO) software provider and agency, delivering website optimisation, testing and personalisation solutions.