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BizReport : Research archives : September 19, 2007

Online retailers spruce up their websites

Online retailers are reacting to increasing discrimination toward website functionality and customer service by giving their online presence a major facelift.

by Helen Leggatt

forrester%20logo.gifAccording to the latest report released from Forrester Research’s “State of Retailing Online 2007”, 88 percent of online retailers have planned to concentrate on enhancing the presentation of their product detail pages over the next 12 months.

Of that 88 percent, 80 percent plan to add more product images, 72 percent will incorporate lifestyle photography and 63 percent plan to begin using customer reviews and ratings.

"Today's online shopper is extremely web-savvy and expects more than ever, forcing retailers to raise the stakes," said Scott Silverman, executive director of, the report’s sponsor. "Companies are investing in new features that will keep customers coming back, and homepages everywhere are getting a major facelift."

Customer service is another priority and 39 percent of the 150 online retailers surveyed for the report said they would be spending more on live chat and just over half plan to enhance the checkout process during 2008.

Tags: customer service, Forrester Research, live chat, online retailers, website

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