From Click to Cart: The Secret Ingredients Fueling India’s E-Commerce Boom

In a quiet revolution that has been reshaping India’s e-commerce landscape, the powerful trio of Artificial Intelligence (AI), data utilization, and the age-old currency of trust has emerged as the clandestine force propelling the digital retail boom in the country.

Industry experts and leaders recently convened to unravel the subtle yet transformative impact of these elements, marking a pivotal moment in the e-commerce narrative. While the discussions didn’t explicitly reference a particular event, the sentiment echoed recent industry gatherings, emphasizing the undeniable influence of AI and trust in defining the trajectory of India’s e-commerce future.

Central to the discourse was the indispensable role of AI in crafting a seamless customer journey, guiding users from the initial click to the final checkout. Boni Satani, Co-founder of Zestard Technologies, underscored the strategic significance of long-term investments in Search Engine Optimization (SEO), showcasing its ability to significantly slash customer acquisition costs. Satani emphasized the early advantage that SEO bestows upon brands, offering a tangible roadmap for those navigating the crowded digital marketplace.

In a thought-provoking exploration of the relevance of Cash-on-Delivery (COD), specialists delved into the critical role of trust-building in the context of customer experience. Contrary to assumptions, the talks underscored that trust plays a pivotal role in customer retention. Saksham Bhagat, Co-Founder and CEO of Swift Money, highlighted the necessity of COD for burgeoning e-commerce brands, positioning it as a trust-building mechanism, particularly for acquiring new customers.

Seshu Kumar Tirumala, Chief Buying and Merchandising Officer at Bigbasket, contributed insights into business strategies, with a focus on the BB Accelerate Platform. Tirumala outlined a comprehensive process for onboarding Direct-to-Consumer (D2C) brands, emphasizing the critical understanding of product and assortment gaps, exploration of subscription models, and capitalization on quick commerce opportunities.

The logistics front was addressed by Percy Avari, Country Head at Aramex, who shared valuable insights into the evolving trends and innovations in e-commerce logistics. Avari highlighted the industry’s shift towards a more adaptive and tech-driven approach, stressing the importance of real-time updates, visibility, and automation in meeting customer expectations.

The intersection of online gaming and e-commerce, an often-overlooked realm, also surfaced in discussions. Biplove Belwal, Founder of Nukebox Studios, highlighted a paradigm shift in the perception of gamers, with current research indicating that approximately 40% of the world population, a staggering 3.2 billion people, identify as gamers. The conversation explored the spending ability and loyalty of women gamers, uncovering potential synergies between gaming and e-commerce.