Trend eCommerce 2023 at the first Kickoff Italy BigCommerce Partner.

On March 30 at the Terrazza Palestro in Milan, the first Italian Partner Kickoff of BigCommerce was held, in which power2Cloud, as partner of the Open SaaS platform, also took part.

An opportunity to gather news and insights on eCommerce 2023 trends together with the BigCommerce team, PayPal, Avala and Gorgias, tech partners and sponsors of the event, committed to sharing best practices and insights to accelerate eCommerce success this year.

"Thank you to all the partners who participated," enthusiastically welcomed Mark Howes, VP Sales EMEA BigCommerce  -it was great to meet you in person. I can't wait to see how many great projects we will launch together this year!"

"In Italy we started in July 2021," continued Irene Rossetto CAM Europe. "In this year and a half we have achieved shared satisfaction and success, thank you!

The BigCommerce team will continue to grow by focusing mainly on Customer Service."  "Listening to our partners' feedback helps us to better support our customers," continued Paolo Giacomelli Customer Success Manager EMEA -, it is a great opportunity. BigCommerce is not just a platform, we are partners!". 

Before introducing the panel discussion to explore eCommerce 2023 trends, toJoseph Giorlando CAM Italy BigCommerce, the task of recalling the most important projects developed in different market verticals and especially the values of the partnership that focuses on the people behind a technology that is B2B and B2C, multi-brand, multi-geography, multi-storefront."

ECommerce trends 2023, here's what you shouldn't overlook

Mobile shopping, social commerce, live shopping.While it is true that thegrowth of eCommerce is more stable than in the pandemic days, it is also true that many businesses are increasing online opportunities by focusing on B2B in addition to B2C.

There are some aspects should not be overlooked if you are interested in conversions, loyalty and customer experience.

Payment methods to improve customer shopping journey

"Payment methods help improve the customer shopping journey. We need to optimize operations, however, while not losing sight of the target market," urges Alessandra Favaro Partner Growth Southern EuropePaypal,  the Commerce Platform that enables accepting and making payments, managing risk, accelerating growth and optimizing operations.

"Italy is a relatively simple country in these respects: 30-35 percent use PayPal, a large majority use the rest from credit cards, and a small percentage use alternative payment methods. In the Netherlands, for example, that would not be enough."

How is eCommerce evolving in 2023?

•  users do not prefer to register an account to make a purchase;

• 40% do not create an account even after the first purchase (an A/B test is recommended for this), often because they have qualms about processing their own data;

•  deferred payment (in Italy in 3 installments)offers positive UX, users spend more;

• the payment method can improve the customer shopping journey, however, we need to optimize operations. 

Preparing for Cross-border for managing taxation systems

If it is true that cross-border percentages are significant, so is the fact that automating tax compliance will be necessary.

  "We are thinking," lists Vincenzo Castronovo, Regional Sales Manager Italy Avalara,about all stages of tax registration, calculation of customs taxes, but also about integrating eCommerce channels to ERP, POS of physical stores, not losing the user friendly aspect that ensures easy management and maintenance.

Avalara's cloud platform, a BigCommerce partner for more than 10 years, helps solve challenges along the tax compliance process."

What does 2023 hold in store?

• Significant growth in the internationalization of business is being witnessed, however, which brings new challenges;

• the management of different taxation systems is not easy when working in multiple countries, you have to take this into account. In America, for example, sales tax is particularly complex, there are 35,000 different rates and they tend to change often;

• fees affect customer experience,the calculation process at checkout must be efficient, transparent, accurate, and scalable in order not to become an unexpected cost for the customer and an unpleasant one for the company's wallet;

• shipping continues to provide a great shopping experience, which is why there are plans to increasingly open on-site warehouses.

Customer Care: personalization and omnichannel

Customer Care also continues to be a strategic aspect. One expert, Claudia Pravettoni Growth Lead Gorgias, a help desk that offers a holistic view of employees, and centralizes all support tickets in one place while you talk to them. 

"My advice is to target integrations between help desk, eCommerce, and contact touchpoints, to gather important information and continue to personalize all interactions. It's not just about providing excellent customer service, chat is a valuable upsell opportunity."

What to focus on in 2023?  

• the personalization of communications and services that is an expectation for every user;

• Customer Care plays a central role in the shopping experience;

• thecollection of data from an omnichannel perspective, thanks also to the integration of all working tools (eCommerce, helpdesk ...);

• the sentiment of users before starting a conversation, thanks to Artificial Intelligence, because it allows prioritizing assistance.

B2B, headless and sustainability 

Next we come to the talk by Giuseppe Giorlando CAM Italy BigCommerce, who showed how BigCommerce's simplified enterprise eCommerce meets the growing needs of many vertical marketplaces (La Perla, Loaker, such as food & beverage, fashion and those interested in replatforming. 

• ChatGPT is an opportunity;

• B2B grows from 2022;

• headless is preferred for B2C more than B2B;

• sustainability not only in packaging;

• dispersed warehouses for shipping within hours.

Ready to embrace new challenges?