How Consumer Struggle Threatens 2020 Holiday Retail Results
Despite the effort retailers have made to improve the customer experience, consumers still struggle to complete basic tasks when transacting online. According to our recent eCommerce survey, 40% of consumers struggle to complete basic tasks on retail websites. While eCommerce websites commonly have support channels available, shoppers are far more likely to give up and leave.
The findings are especially concerning given the challenges many retailers already face as a result of the COVID-19 pandemic. As a critical holiday shopping season approaches, the ecommerce survey signals a need for a more proactive approach to ensure customer success and maximize e-commerce revenue.
The comprehensive survey results are available in our report, 2020 Online Behaviors & Expectations Index: Retail Edition. Dive into more details on what consumers expect, why they struggle and the channels they prefer.