Online sellers remain optimistic about the current ecommerce market despite a looming recession, according to a new report from customer support solution eDesk.
The research reveals that the cost-of-living crisis is a top concern for shoppers, with 36% of consumer complaints focused on the cost of items, up from 24% just six months ago.
However, ecommerce momentum remains strong, with 53% of sellers expecting to see an increase in online shopping over the next six months. However, 54% plan to raise prices over the same time period in response to the cost of living crisis.
In addition, 56% of online sellers’ delivery times have been affected by supply chain delays over the past 6 months. These merchants also said that shipping, 37%, and delivery, 28%, are among the biggest complaints they are getting from customers.
The report also found that over 80% of online sellers believe a recession is pending, yet 71% are still optimistic about the current state of the ecommerce market.
Moreover, online sellers are ensuring they are “recession proof”, with almost half of online sellers stating that they will change their current ecommerce strategy and will invest in more tools to protect themselves from market upheaval over the next 6 months.
“Delivering exceptional customer service is essential to driving growth, however too often it can seem that customer service online is completely disjointed,” eDesk founder Ray Nolan said.
“As sellers think of the future and adding more sales channels to increase their customer base, they must ensure that they have all their customer information in one place and easily accessible.
“eDesk Customer View provides brands with a streamlined and easily accessible view of all customer interactions and their previous purchase information in one place making life easier for agents and creating a much better customer experience.”