73 Percent of Shoppers Prefer to Make Purchases on Their Mobile Phones After Visiting a Store, Says New Research from Sinch

Sinch AB

Sinch AB

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Man on the phone makes a payment remotely

Man on the phone makes a payment remotely

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73 percent of shoppers prefer to make purchases on their phones after visiting a store, new research from Sinch says

In a hybrid world, shoppers are choosing retailers that blend in-store experiences with digital convenience Op Conversational messaging

STOCKHOLM, Sweden, and ATLANTA – November 15th, 2022 – Heading into the 2022 holiday season, consumers are increasingly embracing a hybrid shopping experience that pairs in-store visits with digital tools that optimize the buying process, according to a global survey by almost 3,000 customers order from Sinch (Sinch AB (publ) – XSTO: SINCH).

Shoppers prefer retailers that supercharge the personal experience by layering in a level of automation and efficiency before they even enter the store. For example, fully 92 percent of consumers would call a chatbot to check if a product is in stock before traveling to the store, while 73 percent would like to visit a store and then make a final purchase on their mobile phone, often from the store himself.

Consumers are open to messaging or chatting with retailers, but are frustrated by one-sided conversations or delayed responses:

  • Shoppers are open to messaging retailers to initiate product returns, exchanges and refunds (90 percent), receive updates about items remaining in their online carts (89 percent) or complete a customer satisfaction survey (77 percent). But more than half (53 percent) of consumers are frustrated when they can’t respond to mobile messages from businesses.

  • More than half (54 percent) of respondents have sent a message to a retailer on a social platform, believing it is a faster way to get answers than going to a store, sending an email or calling to do. But only a quarter of inquiries receive an immediate response, while 75 percent of these messages take anywhere from a few hours to more than a day—or, they go completely unanswered. These delays carry real consequences – especially as more consumers make purchases directly through these social media channels after seeing products in store – the majority of them (54 percent) going to shop elsewhere.

“Just as it is in our home and work lives, the line between physical and digital shopping experiences has become increasingly blurred. The winners this holiday shopping season are the retailers who do more than just online and Optimizing business processes Adding rich messaging, chatbots or other conversational technologies to the mix will meet shoppers how and where they want to engage,” said Jonathan Bean, Chief Marketing Officer, Sinch. “Direct messaging—and its derived immediacy—is woven into every aspect of consumers’ lives, and they clearly expect brands and retailers to keep up, or they’ll take their business elsewhere.”

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The full report can be downloaded here.

About Sinch

Sinch’s leading cloud communications platform lets businesses reach everyone on the planet, in seconds or less, through mobile messaging, email, voice and video. More than 150,000 businesses, including many of the world’s largest companies and mobile operators, use Sinch’s advanced technology platform to engage with their customers. Sinch has been profitable and growing rapidly since its founding in 2008. It is headquartered in Stockholm, Sweden, and has a local presence in more than 50 countries. The shares of NASDAQ Stockholm: XSTO: SINCH. Visit us at sinch.com.

For further information, please contact:

Marcel Kay
PR Director
[email protected]

##

73 percent of shoppers prefer to make purchases on their phones after visiting a store, new research from Sinch says

In a hybrid world, shoppers are choosing retailers that blend in-store experiences with digital conveniences built on conversational messaging

STOCKHOLM, Sweden, and ATLANTA – November 15th, 2022 – Heading into the 2022 holiday season, consumers are increasingly embracing a hybrid shopping experience that pairs in-store visits with digital tools that optimize the buying process, according to a global survey by almost 3,000 customers order from Sinch (Sinch AB (publ) – XSTO: SINCH).

Shoppers prefer retailers that supercharge the personal experience by layering in a level of automation and efficiency before they even enter the store. For example, fully 92 percent of consumers would call a chatbot to check if a product is in stock before traveling to the store, while 73 percent would like to visit a store and then make a final purchase on their mobile phone, often from the store himself.

Consumers are open to messaging or chatting with retailers, but are frustrated by one-sided conversations or delayed responses

73 percent of shoppers prefer to make purchases on their phones after visiting a store, new research from Sinch says

In a hybrid world, shoppers are choosing retailers that blend in-store experiences with digital convenience Op Conversational messaging

STOCKHOLM, Sweden, and ATLANTA – November 15th, 2022 – Heading into the 2022 holiday season, consumers are increasingly embracing a hybrid shopping experience that pairs in-store visits with digital tools that optimize the buying process, according to a global survey by almost 3,000 customers order from Sinch (Sinch AB (publ) – XSTO: SINCH).

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Shoppers prefer retailers that supercharge the personal experience by layering in a level of automation and efficiency before they even enter the store. For example, fully 92 percent of consumers would call a chatbot to check if a product is in stock before traveling to the store, while 73 percent would like to visit a store and then make a final purchase on their mobile phone, often from the store himself.

Consumers are open to messaging or chatting with retailers, but are frustrated by one-sided conversations or delayed responses:

  • Shoppers are open to messaging retailers to initiate product returns, exchanges and refunds (90 percent), receive updates about items remaining in their online carts (89 percent) or complete a customer satisfaction survey (77 percent). But more than half (53 percent) of consumers are frustrated when they can’t respond to mobile messages from businesses.

  • More than half (54 percent) of respondents have sent a message to a retailer on a social platform, believing it is a faster way to get answers than going to a store, sending an email or calling to do. But only a quarter of inquiries receive an immediate response, while 75 percent of these messages take anywhere from a few hours to more than a day—or, they go completely unanswered. These delays carry real consequences – especially as more consumers make purchases directly through these social media channels after seeing products in store – the majority of them (54 percent) going to shop elsewhere.

“Just as it is in our home and work lives, the line between physical and digital shopping experiences has become increasingly blurred. The winners this holiday shopping season are the retailers who do more than just online and Optimizing business processes Adding rich messaging, chatbots or other conversational technologies to the mix will meet shoppers how and where they want to engage,” said Jonathan Bean, Chief Marketing Officer, Sinch. “Direct messaging—and its derived immediacy—is woven into every aspect of consumers’ lives, and they clearly expect brands and retailers to keep up, or they’ll take their business elsewhere.”

The full report can be downloaded here.

About Sinch

Sinch’s leading cloud communications platform lets businesses reach everyone on the planet, in seconds or less, through mobile messaging, email, voice and video. More than 150,000 businesses, including many of the world’s largest companies and mobile operators, use Sinch’s advanced technology platform to engage with their customers. Sinch has been profitable and growing rapidly since its founding in 2008. It is headquartered in Stockholm, Sweden, and has a local presence in more than 50 countries. The shares of NASDAQ Stockholm: XSTO: SINCH. Visit us at sinch.com.

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For further information, please contact:

Marcel Kay
PR Director
[email protected]

##

it:

  • Shoppers are open to messaging retailers to initiate product returns, exchanges and refunds (90 percent), receive updates about items remaining in their online carts (89 percent) or complete a customer satisfaction survey (77 percent). But more than half (53 percent) of consumers are frustrated when they can’t respond to mobile messages from businesses.

  • More than half (54 percent) of respondents have sent a message to a retailer on a social platform, believing it is a faster way to get answers than going to a store, sending an email or calling to do. But only a quarter of inquiries receive an immediate response, while 75 percent of these messages take anywhere from a few hours to more than a day—or, they go completely unanswered. These delays carry real consequences – especially as more consumers make purchases directly through these social media channels after seeing products in store – the majority of them (54 percent) going to shop elsewhere.

“Just as it is in our home and work lives, the line between physical and digital shopping experiences has become increasingly blurred. The winners this holiday shopping season are the retailers who do more than just online and Optimizing business processes Adding rich messaging, chatbots or other conversational technologies to the mix will meet shoppers how and where they want to engage,” said Jonathan Bean, Chief Marketing Officer, Sinch. “Direct messaging—and its derived immediacy—is woven into every aspect of consumers’ lives, and they clearly expect brands and retailers to keep up, or they’ll take their business elsewhere.”

The full report can be downloaded here.

About Sinch

Sinch’s leading cloud communications platform lets businesses reach everyone on the planet, in seconds or less, through mobile messaging, email, voice and video. More than 150,000 businesses, including many of the world’s largest companies and mobile operators, use Sinch’s advanced technology platform to engage with their customers. Sinch has been profitable and growing rapidly since its founding in 2008. It is headquartered in Stockholm, Sweden, and has a local presence in more than 50 countries. The shares of NASDAQ Stockholm: XSTO: SINCH. Visit us at sinch.com.

For further information, please contact:

Marcel Kay
PR Director
[email protected]

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