Talking to a customer service representative live is considered useful by 70% of consumers with personal finance queries, according to a recent Google research.
COVID-19 has transformed consumers’ shopping behaviour, with more consumers shopping online across industries. With ecommerce growing 27.6% globally in 2020, as per eMarketer, retailers and brands must offer consumers the choice of shopping online and provide a frictionless shopping experience.
Since more people are now shopping on the internet, online reviews and searches have grown in significance among consumers across regions and categories, notes Google. However, 66% of people still plan to buy in-store, compared to 56% who will buy CPG products online.
Over 25% of consumers face issues with product availability, payment, and customer support and brands must address them, to support consumers both online and offline. Investing in websites or apps could help retailers improve online experiences.
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