Two-Thirds Of Merchandise Selected Online Is Never Purchased

Jan. 13, 2005
A recent survey of 25 top e-commerce sites revealed a lack of real-time customer service resulting in poor conversion of interest to purchase. Conducted by Net Effect Systems, an e-commerce solutions vendor in North Hollywood, Calif., the survey revealed ...

A recent survey of 25 top e-commerce sites revealed a lack of real-time customer service resulting in poor conversion of interest to purchase. Conducted by Net Effect Systems, an e-commerce solutions vendor in North Hollywood, Calif., the survey revealed that 67% of online purchases were never completed. In addition, only 6% of people who visited the e-commerce sites even tried to make a purchase. "The irony is that the primary benefit of online shopping -- customer service -- is being undermined by a lack of real-time purchase assistance for potential e-buyers," says Julie Shoenfeld, CEO, Net Effect Systems. "Hundreds, perhaps thousands of dollars in potential sales are being left in those abandoned shopping carts and e-buyers are going away dissatisfied every day." Net Effect suggests that e-commerce companies ask the following questions when determining whether or not their customer service systems are up to snuff:

  • - Do we greet new arrivals in a way that will enable us to recognize them on subsequent visits?
  • Do we offer service choices that logically move customers, based on how much assistance they need, from automated to personal service?
  • Do we have a system that effectively tracks customer events?
  • Is our knowledge base complete and accessible by our support and telephone staff?
  • Are our shopping carts "smart," that is, will they give the customer quick, easy access to service tools as soon as a purchase is made? For example, when an item is selected, a "smart" cart might ask if the purchase is a gift and arrange wrapping and separate shipment.

Popular Sponsored Recommendations

Modern Edge Computing Accelerates Smart Manufacturing Initiatives for Discrete Manufacturers

Oct. 22, 2023
Discover how Edge Computing platforms are a requisite for discrete manufacturers to solve production challenges, accelerate digitalization, and establish a reliable infrastructure...

Simplify Partner Engagement: A Guide for Manufacturers

Sept. 11, 2023
Design a winning partner program. Make selling faster and easier for partners, to increase mutual success with the help of automation. Download this guide to learn more about ...

State of Sales Report

Sept. 12, 2023
Discover the latest insights driving productivity and efficiency for more than 7,700 sales leaders and professionals.

Ecommerce Guide: How to Manage Order Volume Spikes

Oct. 2, 2023
Master the art of delivering a seamless ecommerce shopping experience! Learn how to streamline your operations to successfully manage seasonal sales order spikes.

Voice your opinion!

To join the conversation, and become an exclusive member of IndustryWeek, create an account today!