Is the eCommerce boom here to stay once lockdown ends?

26 May
Mosaic

Mosaic share strategies for growth-minded brands

“The burning question for businesses of all sizes is how to capitalise upon the recent stratospheric rise in eCommerce penetration, and how to hook into the massive changes in customer buying behaviours."

Duncan Marrison Mosaic CEO Headshot

Duncan Marrison

Chief Executive Officer

Goods In Blog

90% increase in goods-in

The Covid-19 pandemic saw massive growth in eCommerce during 2020 according to a recent report by the Office for National Statistics. Certainly, we here at Mosaic saw a massive upturn of 90% in our goods-in compared with 2019; we also sent out twice as many parcels in 2020 as we did in 2019.

As lockdown eases in the UK, you may be starting to wonder what impact this could have on the online sales market, and any changes businesses will need to make to their eCommerce strategies. Market trends suggest that eCommerce is here to stay, with customer behaviour permanently changed.

US business experts Forbes has this to say:

"This isn't just an e-commerce acceleration — it's a massive shift in consumer behaviour, the type that traditionally takes decades to achieve. The impact of these changes will shuffle down through all the supporting industries, like shipping, technology, brick and mortar and governments as everyone tries to keep pace with consumer preferences that just leapfrogged ahead."

eCommerce Parcels Mosaic
eCommerce is here to stay

As we head into the second quarter of 2021 and slowly but surely emerge from lockdown here in the UK, our experience as an eCommerce fulfilment solutions company has been that the exponential growth delivered in 2020 shows little sign of slowing down. It appears that eCommerce is here to stay, so that having a multichannel fulfilment strategy in place for your business is likely to be more crucial than ever post-pandemic. Any business without an online presence is probably likely to be feeling a little bit nervous right now given the rise of online shopping and demise of many physical stores. 

As the high street slows down, with the BBC reporting 10,000 UK stores shutting their doors in 2020, and several high-profile store closures including long-standing giants John Lewis, TopShop and H&M, offline brands have by contrast innovated & thrived during this time. Even before Covid-19, online stores had increased drastically, with a rise in mumpreneurs and many fledging start-ups taking off – and it has become an increasingly competitive marketplace. 

As more and more stores convert to an online presence, capturing the attention of potential customers has become increasingly tricky, and this has brought innovation and technology to the very forefront of any fulfilment strategy today.  

Growth-minded brands would be wise to incorporate more touchpoints along the buying journey to retain the dwindling attention of buyers. This includes features such as chatbots that can provide auto-responses to frequently asked questions, eliminating the chance of a consumer losing interest and going elsewhere.

Customers are more sophisticated

Our clients and their customers have been evolving; customers have become more sophisticated and know exactly what they want from an online shopping experience, and that includes information at every touchpoint, transactional transparency and total ease of use. Providing a smooth customer experience has never been more important for customer acquisition and customer retention. This is where we at Mosaic Fulfilment Solutions could support your eCommerce business with our fulfilment solutions packages. 

Full eCommerce Solution
Full eCommerce Solution

During the Pandemic, we took our in-house technology to a whole new level. We invested in our IT framework in order to offer eCommerce brands a full eCommerce solution. Our multichannel and omnichannel services include the following and more:

  • warehouse storage
  • pick, pack and ship
  • advanced Print-on-Demand technology
  • Omnichannel Customer Care Management
Omnichannel packages

Furthermore, we support our client's customers more than ever before and now offer a complete Omnichannel package which includes:

  • email management
  • chatbots
  • social media response
  • mail-order response 
  • banking, and banking and thanking
  • our award-winning call centre

"Economic forecasts suggest that eCommerce is here to stay, and certainly it has been our experience here at Mosaic that eCommerce businesses are showing little signs of slowing down as we emerge from lockdown. The burning question for businesses of all sizes is how to capitalise upon the recent stratospheric rise in eCommerce penetration, and how to hook into the massive changes in customer buying behaviours.

We are here to make eCommerce fulfilment as painless as possible for you and we can support you along the whole customer journey with our extensive range of fulfilment services, tailored to your needs. With over thirteen years’ extensive experience and knowledge of this fast-growing sector, we are expertly placed to support you and your business. For more information on how we can make eCommerce fulfilment easy for you, click here."

Duncan Marrison Mosaic CEO Headshot

Duncan Marrison

Chief Executive Officer

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