The Future of Mobile Retailing: Trends and Predictions for 2021

Mobile retailing, or mCommerce, continues to be a rapidly expanding technology sector, transforming the way businesses operate and interact with their customers. As artificial intelligence (AI), the Internet of Things (IoT), and other innovations advance, we see new possibilities emerging for enhancing customer experiences and driving sales.

This article provides a comprehensive overview of the current state of mobile retailing and forecasts key trends for 2021. We will explore how advancements such as Augmented Reality (AR), voice search and control, chatbots, omnichannel strategies, and mobile in-store checkouts are shaping the future of mCommerce.

Enhancing Customer Experience with Augmented Reality (AR)

Surveying AR as an integral part of mobile retailing reveals its multifaceted benefits. Retailers can improve their customer experience by allowing shoppers to virtually try on products, enhancing product discovery, and streamlining the shopping process. AR applications, for example, those offered by brands like Sephora for makeup try-ons, provide a direct and engaging interaction that can significantly boost engagement and sales.

Looking ahead, we expect AR to become a standard feature in mCommerce applications. Retailers can use AR to visualize products in real-world settings, such as fitting room mirrors for clothing items or interior design suggestions for home furnishings. This technology not only offers a seamless experience but also helps reduce returns by providing more accurate previews.

Augmenting Shopping with Voice Search and Control

While smartphones are convenient, their small screens can sometimes hinder the mobile shopping experience. To overcome this limitation, mobile technology is increasingly integrating voice search and control. In 2021, we anticipate a shift towards more advanced voice controls that will allow customers to:

Search for products Select product details like size, style, and color Add items to their cart Check out and make payments

These voice commands will enable shoppers to browse and purchase products without having to type or touch their screens, making the process more efficient and less time-consuming. Such advancements are particularly beneficial for younger customers who prefer voice interactions for their seamless and convenient shopping experience.

Personalizing Engagement with Chatbots

The shift towards autonomous experiences is also evident in the rise of chatbots. Research indicates that 85% of customer interactions in 2020 will be handled without human intervention. Chatbots are an essential component of this trend, offering personalized notifications, updates, and special deals to enhance customer engagement.

For mCommerce, chatbots can provide a unique and personalized service, handling tasks such as:

Notifying customers about abandoned carts Personalizing product recommendations Distributing coupons and special offers Assisting in product inquiries and support

Brands like Cupshe and Bikini Luxe have already implemented chatbots to streamline customer service and improve personalization. These bots offer conversational shopping experiences, helping customers make informed decisions and fostering stronger customer relationships.

Creating Seamless Omnichannel Experiences

As customers navigate between online and offline shopping, creating a cohesive and seamless omnichannel experience is crucial. According to a Forrester Research survey, mobile devices will influence 42% of all retail sales in the United States in 2021. Customers are no longer confined to one shopping channel; instead, they expect a consistent and fluid transition between online and offline experiences.

Implementing an omnichannel strategy involves:

Integrating mobile apps with in-store systems Using mobile coupons and checks Providing interactive in-store kiosks Optimizing websites for mobile devices

Companies like PayPal and Shopify are adapting their models to support these seamless transitions, making it easier for customers to move from online to offline shopping or vice versa. This omnichannel approach is not just about accessibility; it’s about creating a holistic and interconnected shopping journey.

Revolutionizing In-Store Checkouts with Mobile Retailing

The final frontier for mobile retailing is in-store checkouts. Retailers are increasingly focusing on enhancing in-store experiences through mobile technologies, integrating elements like:

Geo-fenced coupons QR code-based mobile checkouts Mobile-specific analysis pages Prioritized FAQ sections on mobile devices

Shopify and other mobile retail solutions are providing cost-effective tools to support these innovations. For instance, iPhone and Android devices with NFC (Near Field Communication) can be used for contactless payments, significantly reducing check-out times and improving efficiency.

Implementing these technologies requires a significant investment, but the benefits of enhanced customer satisfaction and increased omnichannel engagement make this a worthwhile endeavor. Retailers who embrace these innovations will be better positioned to attract and retain customers in an increasingly digital world.