5 trends in customer experience and consumer behavior Cross border

Have you ever heard of customer experience? When a consumer accesses an online store, as they start their shopping journey, they want to find the best browsing experience. Satisfying this desire has directly reflected on sales conversions.

For this reason, investing in customer experience has become fundamental for those who want to grow in the cross border world. Follow now the main customer experience trends for 2022.

What is customer experience?

Consumer behavior has changed and has become increasingly demanding as a result of digital transformations, technological advances, and the ease of international shipping.

A positive online shopping experience is one that starts with a fast, easy-to-use sales channel that allows consumers to find what they are looking for, discover new things, pay conveniently, and receive their goods quickly and with quality.

This process is known as customer experience. And in the cross-border market, it has become a major factor in sales success.

Who are the Cross border consumers?

woman messing with a cell phone in the marketplace illustrates customer experience and consumer behavior at the cross border

Since 2019, with the onset of Pandemic and the advancements of the virtual medium, companies and vendors have encountered a gigantic growth in international shopping activities and to this day are taking advantage of this increase in consumers by shopping online.

More and more digital browsers, on their own, are experimenting with buying from international stores to find the unique items they want.

The convenience of being anywhere and yet finding convenient, hassle-free shopping experiences that offer security, simplified tracking, and quality upon receipt has won customer satisfaction and driven more sales.

And it is in this scenario that the Cross border consumer and his specific needs arise:

- Be able to pay in your local currency or with your preferred payment method;

- Access clear language about relevant fees and taxes;

- Pay cheaper shipping rates;

- Rely on fast receipts and easy return processes.

These are some of the points that can have a direct impact on the customer experience cross border. That's why it is important to stay well informed about new developments in the customer experience system to achieve even better results this year.

Customer Experience Trends for 2022

Customer experience trends for 2022 are centered on an increased focus on customer service, privacy and security policies, accessibility requirements, user experience in the digital medium, and simplified shipping.

Read on and see details about each of these trends.

1. Customer service

a man messing on a cell phone with a cat on his lap illustrates consumer behavior in the cross border market

No plastered communication channels, with difficult access, long waits, and incomprehensible language.

It is necessary to offer integrated and consistent support, i.e., support through different channels with a reputation for efficient service, quick and practical answers, without having to "queue up", with appropriate, internationalized, and charismatic language.

2. Privacy and security policies

When handling customer information, provide full transparency. Explain the reason for each data request, make them aware of what will be done with that information, and present your privacy policies.

An important point is to work with the use of browser cookies. These serve to store data and information on a website, simplifying automatic form filling and creating a more personalized experience. To obtain this data, the user must agree to the Cookies.

As for security actions, remember that a secure online shopping experience provides customer trust and builds a strong brand reputation.

3. Accessibility

To be up-to-date on ideal accessibility you need to study and understand your customers' needs. Here are some suggestions.

You can adopt accessibility practices on your platforms such as adding alt tags to each image, ensuring descriptions that enable the experience of visually impaired people using a screen reader.

Another example is creating descriptive call-to-action buttons with clear and effective calls to a specific action on your site.

It is also important to check whether your customers around the world can easily access your website from the translation into different languages.

4. Web user experience

a person messing with a cell phone on the street illustrates consumer behavior in the cross border market

In addition to good customer service, the browser experience through the site also requires investing in easy-to-navigate design and content that generates consumer interest.

The trend now is to provide a cohesive, practical, and easy-to-navigate site with fast loading pages, clear-to-read fonts, professional design, and a well-organized and inviting menu.

5. Simplified Shipments

To work with Cross Border commerce, you need to know how to provide quality shipping services, so that the customer experience is positive and they make new purchases. And faced with old bureaucracies, this sales completion stage needed to be updated.

Therefore, the trend now is to bet on export companies that can reach people anywhere in the world, without blockages and with simplified shipping, making life easier for companies and sellers, who can then dedicate themselves more to reaching new transactions.

ShipSmart is a company that offers the best and most innovative experience in the cross border logistics market.

In charge of each shipping phase and following the entire process until delivery, ShipSmart makes sure your goods reach their international destinations without surprises, without wasting time, and at the best prices on the market.

-Did you like the content and want to better understand how ShipSmartworks? Visit our website and find out how your shipments can cross borders through an intelligent and innovative system.