At the ChannelAdvisor Insite conference this week Rafael Orta, Head of eBay EU Trust and Safety spoke about how eBay would be shaped in the future.
There were two main areas he spoke of – one the lessons to be learnt from large mail order companies and the other of how shopping on eBay is and will continue to change.
The main lesson from mail order companies is the end to end customer service that they provide their customers. When buying from the likes of Next and Littlewoods consumers are accustomed to simple straight forward ordering, speedy delivery and importantly a simple straightforward returns process.
Mail order has paved the way for ecommerce, especially in fashion where typically consumers would try on clothing in a retail outlet before purchasing. Without the heritage of distance selling of mail order fashion businesses it’s unlikely that consumes would have found the confidence to embrace buying fashion online at the speed it’s being adopted today and eBay are benefiting from this which is why you’ll continue to see the fashion outlets pushed so heavily.
The other important change coming to eBay will attempt to satisfy the different buying needs across categories. We’ve already seen this in Fashion with “more like this” for colour and shape. When a buyer on eBay sees something of interest in clothes shoes and accessories they can click to see a wider selection of items in that style and drill down with options for size and colour.
According to Rafael eBay are looking to break the paradigm of a consistent shopping experience across all categories and are looking at ways to tailor the shopping experience to appeal to the different types of buyers that use the site.
It’s unlikely that a tech buyer will choose a product based on the same criteria that a fashion conscious buyer will shop, so expect eBay to be making changes over the coming months and years to introduce new innovations to more categories.
What changes would you like to see on the site in the categories that you sell in? What would make it easier for buyers to find your products, and as a buyer what would you like to see introduced to make it easier to find the items you’re interested in purchasing?