Some 40% of consumers struggle to complete basic tasks on retail websites — and most are likely to abandon the purchase or switch to a competitor rather than seek assistance.
As the critical holiday shopping season approaches, survey data from goMoxie identifies a need for a better approach. The goMoxie survey of 1,063 adult consumers in the United States was fielded through SurveyMonkey in September 2020.
As marketers head into the holiday season, it's important to ensure that the brands’ websites work without obstacles. The fewer clicks to complete a transaction, the better.
Online shoppers already face many basic obstacles, such as not being able to complete a transaction. The most common struggle points to avoidable failures
Guide customers through product selection when they arrive to the site, and check out when they are ready to make a purchase.
Consumers are far more likely to abandon the cart and the website if they find it too difficult to complete a transaction.
When asked which channel consumers prefer to use when contacting a retailer, the telephone came in as the top answer, with email close behind.