Evolution of Customer Experience in E-Commerce 2023


Last updated on January 15, 2024

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. Customers search for easy shopping solutions on clear, engaging websites. In the past two years, we’ve seen a massive surge in online shopping, from tech products to fashion items. E-commerce sales are now projected to reach $7.4 trillion by 2025. Companies should aim to meet their customers’ expectations by continuing to fine-tune their customer experience (CX) programs.


Here are the CX trends you can expect to see in 2023 and how to keep your e-commerce business on track with the evolution of CX.



Customer Experience in E-commerce Trend Predictions for 2023

Providing exceptional customer service on an e-commerce platform is essential for maintaining a solid customer base. The Microsoft Global Service Report shows that 54% of respondents have higher expectations for customer service than the previous year. 

Customers will take seconds to decide whether to buy a product based on website quality, functionality, and customer support response times. Some of the trending tools and programs to help you offer outstanding online customer service include:


  • A safe and secure website (with an SSL certificate)
  • Website speed tests
  • Multiple customer support options
  • Clear and concise delivery and returns policies
  • Collecting customer feedback


Below are some more CX trends you can expect in the coming year besides using chatbots and providing information transparency. 


Offering a Personalized Experience

Customers can become frustrated with businesses that do not retain their information to aid their customer service efforts. Treating customers with a high level of respect and knowledge will make them feel valued. Understanding the likes and dislikes of your customers is another effective method of personalizing your online customer experience.

“Customers view personalization as an integral part of their online experience. Poor customer service interactions could lead to a potential loss of business. Companies can tailor their CX by listening to customers and following consumer feedback. A customer feedback strategy is critical for providing the perfect online CX.” – Andrew Gonzales, President at Business Loans

Using your customer’s name in marketing materials and customer support can build trust and forge a personal connection. 


Improving Customer Relationships with AI

Artificial Intelligence (AI) is a fantastic way to reduce costs and optimize customer support without diminishing customer experience. Customer service agents can use their time more wisely while AI answers common customer questions. 

“There are approximately 17 million contact center agents worldwide today,” said Jerry Han, CEO of PrizeRebel. “Conversational AI makes agents more efficient and effective while improving the customer experience.”

AI-powered customer support could save businesses $80 billion in labor costs by 2026. 


Chatbot Customer Support

Chatbots are a popular CX trend moving into 2023. Chatbots provide pre-written, time-saving responses to common customer queries. The AI searches the customer’s messages for relevant keywords and matches them with the most accurate response. 

Chatbots can also provide support when your customer service agents are unavailable. Many chatbot programs can create appointments and provide a tailored experience for each customer. 


Data Collection

Using AI to collect data is a powerful CX trend that we will see appearing in 2023. AI can analyze and gather valuable customer data that provides insight into consumer preferences and trends. 


“Companies must gather real-time data to keep up with ever-changing customer needs,” says Jesse Galanis, Content Manager at Switching2Mac. “Public social media reviews can provide insight into competitor pricing and allow businesses to adjust their offering to suit. This is useful for new product launches.”


AI tools can funnel customer data and create an overview that is easy to understand and implement. 


Customer Satisfaction Analysis

Analyzing customer feedback is the best way to identify whether your customers are happy. CX trends in 2023 will focus on getting to know your customers and their preferences by conducting customer satisfaction surveys. This useful information can help businesses to identify weaknesses in their products and services. 

Another measure of customer satisfaction is communicating with your customers on social media platforms. Customers may reach out for support by messaging your profile on their favorite social media sites. Check which platforms are popular with your customers and whether their needs are met. 


“Angry customers will spread their negative experience on their favorite social media platform with friends and family,” says James Crawford, Founder of DealDrop. “Make sure you have a customer support team to interact with dissatisfied customers and make things right. Your customers will feel valued and trust your brand.”


Training Employees to Improve CX

Improving employee experience (EX) training is a powerful tool for strengthening CX in 2023. CX training should not be limited to customer service roles. Allowing employees access to customer feedback will help them to understand the customer’s needs and provide appropriate support. 

“Successful CX requires everyone to have a good understanding of why it is important for the business,” says Kevin Le Gall, Founder at Runner’s Lab. “Customers have higher expectations for 2023 that can only be met with thorough customer experience training.”


Providing Quality CX During Consumer Inflation

The Federal Open Market Committee (FOMC) forecast Personal Consumption Expenditures (PCE) inflation rate will decline by 2.8% in 2023. Although inflation has risen throughout 2022, it is expected to fall and stabilize in 2023. It is important to reach out to customers and offer support during consumer price inflation.


“The best response to high inflation rates is to keep your response customer-centric,” explains Shawn Plummer (CEO of The Annuity Expert). “Cost–cutting or increasing prices will alienate and drive away your customers. Demonstrating transparency by explaining the situation to your customer base will help them understand the reasons behind rising prices. It is best to respond to inflation with a long-term view with CX at the heart of the strategy.”


Gathering feedback via social media, surveys, and reviews can provide insight into what your customer wants and how you can improve your services. Offering temporary discounts and low-cost options will show your audience that you are taking their thoughts on board. 


Key Takeaways

In a post-pandemic world, online customer service is more important than ever. Staying up to date with the evolution of CX in e-commerce will help your business grow and continue to satisfy customers. Offering an outstanding customer experience shows customers why they should keep returning for more. 


CX trends to implement in 2023:


  • Additional online customer support
  • Utilizing social media for customer service
  • Customer service training for employees
  • Using AI to create a personalized CX


Creating a bond with your customers by providing a professional online experience will increase sales and improve customer retention. Give your customers a hassle-free, personalized experience by keeping your e-commerce business updated with the latest CX trends for 2023.


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