Online sales surged 45% year over year for the 2020 holiday season.

In a pandemic-fueled year, online merchants faced many challenges, including increased shipment delays, elevated customer service requests, site outages from increased web traffic and rethinking the role of stores with new omnichannel services. But online retailers prevailed and more than $1 in $4 spent on retail purchases for the holiday season came from online orders—an astounding jump in digital penetration. 

This Strategy Insights Report features these articles and more, written by Digital Commerce 360 editors:

  • “Online holiday sales grow north of 45% in 2020” is a data-focused look at the holiday season’s spectacular year-over-year growth.
  • “How retailers and carriers grappled with the heavy weight of 2020 holiday shipments” looks at how merchants handled fulfilling packages during a year plagued with delays.
  • “Help wanted: How retailers managed the surge in customer service inquiries over the holidays” examines the methods merchants used to keep their customers happy and assure them their orders would eventually arrive.
  • The story, “In 2020, omnichannel services became more crucial than ever for retailers,” showcases how merchants beefed up their omnichannel operations and why they might have to rethink the role of their stores once the pandemic ends.

Compliments of: Ekata, Logistyx, Impact, NoFraud, 6 River Systems


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