Study: Consumers Trust Cross-Border Shipping When Details Are Provided Up Front

Ordering across borders seems dicey, but 67% of consumers will do it if given transparent and trackable shipping details, according to a study by ecommerce company ESW (formerly eShopWorld).  

This gives email teams a hint as to what shoppers want to see in triggered emails and promotions.  

Of consumers polled by ESW, 75% say transparency about response time is essential.  However, 66% understand that customer service help may not be immediately available with cross-border orders.

Also, 57% of consumers say they will accept a longer delivery window in exchange for free shipping. 

In fact, shipping is the top service issue for international DTC brands, according to ESW’s recent "Global Voices: Pre-Peak Pulse 2021" survey of almost 15,000 shoppers across 14 countries. But ESW says its data shows that global delivery times increasingly rival domestic ones. 

“We’re expecting to see increased demand in global direct-to-consumer shopping this holiday season, particularly as consumers are looking for new and exciting shopping options outside of their own locality,” states Patrick Bousquet-Chavanne, president and CEO, Americas, ESW. 

Bousquet-Chavanne adds: “Transparency and customer service need to be at the top of the list of international direct-to-consumer brands’ priorities this season to fully capture the sales opportunity and consumer loyalty.”



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