DECEMBER 202219The key to revolutionising internet retail in India is innovation. It will assist e-Commerce businesses in expanding their reach. This is one of the most important objectives for any internet retailersto users in order to make payments more secure and efficient.Product Returns & Exchanges are No Longer a Problem: Product returns and exchanges are no longer a prob-lem. Returns and exchanges accounted for a significant portion of the logistics cost, which was an additional hardship for e-Commerce businesses. However, after the introduction of courier aggregators, RTO (return to origin) rates are 10-15 percent lower than forward charges. As a result, internet retailers have been able to provide greater services to their clients.What does the future hold for online retail?India is on the verge of becoming a digital powerhouse. It is a benefit for online retail since the potential for internet users to become shoppers is enormous. Here are a few things to look out for in the next five years:Add innovationThe key to revolutionising internet retail in India is innovation. It will assist e-Commerce businesses in ex-panding their reach. This is one of the most important objectives for any internet retailers.Users, for example, have never been enamoured of advertisements on websites. They do, in fact, seek out content that is devoid of advertisements. As a re-sult, it's time to completely overhaul advertising. The fundamentals must be altered, and they must be made worth watching and viewing. The plan is to get them linked up to it!Customer Service Excellence: The customer is king. And outstanding customer ser-vice is the key to success for Indian online shoppers. Small firms may learn from the large giants about how to prioritise customer service. Customer service, together with government cooperation, will propel e-Commerce in India to new heights.AI and augmented reality: Customers frequently have questions and concerns before making a purchase. As a result, e-Commerce businesses and websites have begun to give live chat help that delivers immediate responses 24 hours a day, seven days a week. For webstores, chat assistance has become a requirement. AI-powered chatbots, on the other hand, will be even smarter. More money and brand reputation will be generated as a result of re-al-time interaction.In addition to augmented reality, e-Commerce is getting more integrated. AR apps will demonstrate that they can bridge the gap between physical and digital encounters. Chatbots are a part of augmented reality. They solve customers' problems right away and move them through the sales funnel quickly.The physical and mortar stores will not disappear. There will, however, be a few surprises. Online shop-ping will improve and expand in accordance with the best interests of consumers. AI, chatbots, social media platforms, and other technologies will help to propel online shopping to new heights. Sanjay Desai, Director
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