The battle for e-commerce market share will be won or lost on the mobile app. In 2012, 11% of all e-commerce sales were through mobile, according to eMarketer. That number was only 8% the previous year and is forecasted to be 15% in 2013.
Many retailers are seeing great success through their mobile apps. At Gilt Groupe, for example, mobile now accounts for 30% of overall sales, up from 5% a year ago. When asked in a recent interview about the future of mobile e-commerce, Gilt’s chairman, Susan Lynne answered bluntly: “It’s going to continue to just crush it”.
What features elevate a decent mobile commerce app into a great one? If we follow the trends of recent data, it’s all about customer service. Too many mobile apps drop the ball in this department by having a “contact us” page that does nothing more than display a phone number. Thus, forcing a customer who needs to speak to an agent to “start over”. Chances are, he’ll put his phone back in his pocket and your sales opportunity is gone – a preventable risk that can be remedied by connecting your call center to your mobile app.
With the end of the year approaching, the predictions are rolling out! Last week, we were treated to two massive slide decks from respected analysts, 
