I guess the information we recently dug up that says mobile commerce might be a rather light part of the 2016 holiday shopping season is falling on some deaf ears with retailers, because new reports suggest that retailers will be going all out to pull in mobile business.
This isn’t exactly bad news, or even that bad an idea, because even if it doesn’t work out very well this year, there’s every chance retailers are laying the groundwork for what will work next year and beyond.
One big push this year is the growth of chatbots geared toward the do-it-yourself crowd. Those looking for more information on which bathroom cabinet to go with, or which colors work best in a living room, need that information and can’t always get it.
Using customer service reps to do the job can help, but it still doesn’t always work out, especially after hours when people actually have the time to consider this sort of thing. Chatbots are stepping in to help here, especially at Home Depot, where mobile shoppers are fully half of online traffic.
Video is also making a major play, thanks to the increased viewership of video on mobile devices. Snapchat is currently considering augmenting its Spectacles line, originally intended as a fun item, for use with retail operations.
Square is working hard to drive connections for the small and medium-sized enterprise (SME) market, and Sam’s Club is bringing in a scan-and-go mobile checkout service that should be welcome for beleaguered food shoppers looking to get the Thanksgiving or Christmas feast fixings out the door.
That’s the best part about this development. Even if the regular shopper doesn’t put mobile much to use this year, what’s being set up this year will be available through the rest of the year and beyond. It’s the gift that keeps on giving, and a gift that goes to the average shopper.
Granted, there are some potential downsides to these developments—not least of which are the lost jobs from people handling their own checkout procedures—but hopefully these can be transplanted within the organization.
We’re seeing a lot more mobile business now than we’ve ever seen, and it isn’t likely to fall away any time soon, either. This Christmas may be light, but with lots of new options, next Christmas may be a real mobile winner.