Today marks the twentieth anniversary of online shopping. It has changed the face of the shopping experience and affected how companies attract, engage and retain their customers. Research commissioned by Shop Direct has found that 95 per cent of Britons now shop online and one in four decide to shop online each week.
Sting’s “Ten Summoner’s Tales” album is widely regarded to be the first secure online purchase. Since then online shopping has developed and become widely used by small and large brands alike. It has provided an easy and convenient way for customers to do their weekly shop and pick up almost any item they desire.
Most purchases are still being made from desktop or laptop computers, but there are many consumers now shopping via tablets or smartphones. The most common purchases made online are for books and fashion, closely followed by music, entertainment and electronics.
Retailers are now moving towards an omni-channel shopping experience, which combines the convenience of online shopping with the benefits of an in-store experience. It’s important to keep up with this growing avenue and adapt to customers’ demands for good customer service to support it.
Customers expect complaints and queries to be answered efficiently, whether made through email, social media or telephone, and providing a response that is uniform across the board will improve satisfaction levels. numero is committed to helping companies adapt to meet changing shopping habits and provide effective customer service across every channel.