How online retailers can harness live shopping on social media with modern commerce — and boost massive growth
Live shopping is one of the most exciting retail experiences in a long time. As shoppers become increasingly eager to buy via live shopping on social platforms such as Instagram and TikTok, retailers face new challenges: How to capture the shoppers’ attention on social media when the urge to buy hits? How can retailers create seamlessly interactive and immersive experiences that prompt consumers to hit the “buy button” during the live stream?
While retailers see the opportunity to pounce on this new trend, the hurdles they face are immense:
Connecting social commerce touchpoints like TikTok and Instagram, as well as built-in chat, video and voice functions, to commerce experiences is a must for seamless omnichannel experiences. Still, it’s not always easy to deploy new features and channels in their current commerce platform.Autoscaling traffic peaks from the live shopping experience is necessary, so consumers don’t face slowdowns or crashes when buying a product. When shoppers see a 404 error page, they’re not likely to come back. Unfortunately, most retailers still face scalability problems during sudden traffic spikes. Experimenting with new touchpoints enables brands and retailers to be ahead of changing customer demands now and in the future. Yet, experimentation is challenging to achieve in today’s IT environment.
These challenges stem from the rigid and monolithic nature of commerce platforms most retailers and brands still use today. These solutions, built for the desktop eCommerce era, lack the flexibility and scalability needed for spontaneous and high-volume sales powered by live shopping.
Flexible, scalable, agile: modern commerce starts with MACH
What’s the alternative for retailers looking at live shopping and beyond? As customer demands and market conditions change quickly, retailers and brands must move faster to capitalise on new ways to sell, such as omnichannel commerce, digital clienteling and personalisation. This means adapting customer experiences on the fly by adding new touchpoints, products, features, locales, currencies and every aspect of commerce without hassle.
This maximum flexibility and scalability philosophy is powered by the principles of MACH (Microservices-based, API-first, Cloud-native and Headless). In a nutshell, MACH-based architecture breaks down functionalities — such as integrating Instagram as a commerce channel — into modular pieces that can be easily customized, deployed, scaled and managed over time. In contrast to all-in-one legacy platforms, retailers using MACH can experiment, scale, change and adapt any functions at any time without disrupting their commerce backend or customer-facing storefronts. As 81% and 88% of adults under 55 years of age in Australia and New Zealand respectively shop online, and nine in 10 retail dollars spent offline during Australian peak season were influenced by digital, retailers are urged to rethink their digital commerce infrastructure to succeed in this new landscape.
For example, the Canadian menswear retail chain, Harry Rosen, implemented digital clienteling that sparked online traffic peaks. With MACH, the company had 0% downtime even as page views per session increased by 150%, coping with a three-fold increase in online sales without disruption.
Australian retail giant Kmart opted for MACH-based infrastructure to elevate personalisation and product categorisation, as well as autoscaling capabilities. During the COVID-19 pandemic, Kmart handled three times the online volume compared to pre-pandemic levels, and still, their eCommerce infrastructure was twice as fast. The company doubled the conversion rate and, just as importantly, operated at a third of its previous infrastructure costs.
Lastly, fashion retailer Express saw online traffic spikes that were three times higher than the busiest hour of Black Friday after a sales promotion went viral. Thanks to MACH, the company could avoid downtime and slowdowns to its webshop, fully capitalising on the sudden surge in sales.
Many retailers are shifting to MACH-based platforms to cope with traffic spikes from digital shopping. With modern commerce, retailers can add new touchpoints and experiment with new ways of reaching customers without constraints to the commerce infrastructure.