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BizReport : Ecommerce archives : April 30, 2015

Ecommerce Roundup: Mobile support, what shoppers want

There are two new trends in the retail space that may be disturbing for some retailers. First, a growing number of shoppers want mobile customer support options while most Millennials say they don't want to deal with salespeople in stores.

by Kristina Knight

First, Software Advice has released a new report that finds about three-quarters of Gen Xers are looking for customer support via mobile devices at least once each month. Researchers also found nearly half (42%) have used live chat features on their mobile devices.

"[Many companies are] conducting important sales and support conversations with customers, but it's all off the record and unsecured," explains Heywire CEO Meredith Flynn-Ripley. "Text-message software allows companies to use SMS as a secure and official service channel."

Meanwhile new data out from Retale indicates Millennials aren't looking for help in the store aisles - at least not help from people. Their data finds that about 20% of Millennial shoppers don't like to interact with salespeople and that most (85%) have used a self-serve kiosk. Other interesting findings from the report include:

• 67% of Millennials believe self-serve kiosks are convenient
• 35% of all respondents say they need help with scanning and 24% with coupons at self-serve kiosks
• 49% of all respondents say they'd like 'more self-serve' options for check-outs

"Almost a quarter of all millennials use self-service kiosks to avoid any sort of interaction with cashiers," said Pat Dermody, President of Retale. "As a result, there is a growing demand for more automation and innovation throughout the checkout experience, via integrations with smartphones, wearables and other mobile devices. This will add to the convenience factor that already appears to be key to the experience."

Tags: ecommerce trends, m:commerce, mobile marketing, Retale, Software Advice

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