2022: The Year Of E-commerce Customer Experience

Google’s 2021 Southeast Asia (SEA) e-conomy report said that 8 out of 10 of SEA’s internet users are digital consumers. The e-commerce market is expected to grow between US$ 700 billion and US$ 1 trillion by 2030.

With so many shopping apps available, merchants and platforms are fiercely competing. The market demand is not just for more products but for a more seamless online shopping experience, from product details to checkouts. The more options and simplicity an app offers, the more likely consumers will return for future shopping.

According to Paul Harapin, APAC Revenue Growth Lead at Stripe, the engagement from shopping apps needs to be seamless, adding that too many hurdles on shopping apps, such as too many questions and navigation issues, only push consumers to abandon their cart.

Aside from the streamlined experience, customers also want more payment options beyond credit or debit cards and online banking methods. New methods to consider include digital payment methods such as e-wallets and buy now pay later (BNPL) transactions.

Additionally, organizations may try engaging the creator economy to give retailers access to the market. 

“Over the next 12 to 24 months, you will see more merchants looking to access different ways to connect to their customers and different advertising brand awareness methods like via social media or shoppertainment, to access the audience that they want to sell to. The great thing about the online market is that you can be very targeted to a specific segment”.