Online shopping is the big trend Compared to offline shopping, the online shopping experience allows brands to expand, diversify their customer base, and reduce costs.

  However, it also presents other challenges, such as more customer inquiries and longer customer service wait times. According to Kustomer's consumer survey, 79% of consumers are dissatisfied with not being able to contact customer service on their preferred platform, and 81% have abandoned a purchase due to a poor service experience. So being able to respond quickly and with good service through multiple channels will become one of the increasingly important convenience factors. If sellers want to increase customer loyalty, they need to make customers feel valued. Whether it's through communication channels such as phone, chat, email, social media and in-app, customers can feel valued and empowered to make suggestions whenever and wherever they want. Also better understanding of customer and agency delivery processes, using automated systems and integrated technology tools to enable and streamline them.

Conclusion:

  The convergence of online and offline is the trend, and we are seeing a more efficient experience when shopping is integrated online and offline. Then, we hope that the integration of online and offline can break some of the disadvantages of the previous separate online or offline shopping, such as the offline shopping can not get the online discount, and the flexibility of product selection; online shopping when the complicated logistics process and inconvenient after-sales. The integration brings a better experience for customers, thus further promoting consumption.