Communications Strategies for eCommerce
- eCommerce

Communications Strategies for eCommerce

Best Communications Strategies for Ecommerce Businesses 2022

These communication strategy tips will help your business to skyrocket in 2022. 

To grow your eCommerce business, you need to communicate with your existing and potential customers…and do it well. 

With so much online competition, a solid communication strategy is essential for every eCommerce business in 2022 and beyond. 

So, let’s look at some of the best eCommerce communication strategies you should implement to succeed in online shopping. 

What is an eCommerce Communication Strategy?

An e-commerce strategy is for communicating with your audience, be that of your existing customers or those you hope to target and convert. 

When creating a strategy, you should focus on the goals you want to achieve through your communication, your target audience, and how they respond to business comms and current market trends. 

Below are five key practices that should be featured in your ee-commerce communication strategy. 

Unique Content

The best eCommerce businesses create a unique tone of voice for communicating with customers that people can instantly recognize and relate to. 

One of the best ways to create your tone of voice is by creating unique content for your website. 

This content can be anything from on-site blogs and articles to videos, social media posts, and infographics. 

Any content you create should position your brand as an expert but, more importantly, should communicate information or ideas to your audience in a way that’s tailored to their needs. 

It would help if you aimed to post unique content as regularly as possible, and every piece should be relevant to your brand and be created using your brand’s tone of voice guidelines. 

When honing the tone of voice you use for your unique content, you should focus on presenting your brand as trustworthy and consistent. 

Depending on your overall brand, you may choose a more relatable and friendly tone and decide on a more appropriate professional approach.


Search Engine Optimization (SEO) is essential to any e-commerce communication strategy. 

Ensuring your website and content are correctly optimized to target your keywords allows you to communicate with as many people as possible. 

The more your website appears in search listings, the more chance you have of driving people to your website and building relationships with customers. 

Some of the key things you can do to improve your SEO and boost your communication with your audience include:

    • Create high-quality content that’s optimized to feature your target keywords. Search engines love high volume, quality content. Consider tools like a writing assistant or content checker to meet Google’s demands. 
    • Ensure the user experience of your website is up to scratch. For example, implement an easy navigation system and speed up the load times of your web pages. 
    • Build a backlink profile featuring high-quality links from respected, quality, and relevant sites that point to your website.

Upselling and Cross-selling

Upselling and cross-selling are communication tactics that improve communication with your customers and encourage more sales. 

Upselling is where you offer customers the chance to upgrade their purchase or add additional, relevant items to their order. 

Cross-selling, meanwhile, refers to showcasing items that would complement products they have already bought from your store. 

Both are key methods of communicating with your customers and providing them with personalized and informative services. 

For example, suppose you have developed a software product you’ve successfully sold to customers. In that case, you can upsell and cross-sell new versions and add-ons as part of your communication strategy. 

What makes upselling and cross-selling so useful for your wider brand communications is that they allow you to communicate with your customers directly and personally, offering them tailored product recommendations. 

This personalized approach will go a long way to building relationships and improving your customer communications.  

Omnichannel Communication

Omnichannel communication refers to the tactic of communicating with your audience through various channels.

The biggest mistake you can make when implementing a communication strategy for your eCommerce business is focusing on one channel and neglecting others. 

In today’s hyper-connected world, people can communicate with your brand in multiple ways. It could be via your website, through your social media channels, or even over the phone. 

An omnichannel approach means that customers can seamlessly move from one method of communication to another and face no challenges or alterations to the standard of communication they receive.

For example, they may begin communicating with your brand on Twitter before being given a direct phone number to call where they can continue the conversation. Although they may not be talking to the same person, the experience should be seamless. 

Developing omnichannel communication requires you to create a consistent brand and tone of voice across every communication channel you use. 

Excellent Customer Support

One of the main ways you’ll communicate with your customers is via your customer support channels, so you must include these as part of your wider communication strategy. 

Your customer service will say more about your eCommerce business than any other element of your communication strategy. 

Some key things to consider when it comes to customer service communications include:

    • Make it easy to access your customer support. Make sure exactly how a customer can communicate with you directly is clear. 
    • Resolve problems quickly to ensure you’re offering the best possible service.
    • Ensure your customer support matches your wider communications. For example, your staff should use your brand tone of voice and mirror your brand ethos and wider business goals.

The Final Word

It’s one thing to attract a large audience to your eCommerce brand. Still, if you can’t communicate with them effectively, you won’t stand a chance of retaining them and converting them into customers.

Suppose you combine the ee-commerce communication strategies discussed in this article. In that case, you’ll be able to provide not just excellent service but a service that customers will remember and return to repeatedly. 

Image Source: Expert Market

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