The latest IMRG Capgemini eRetail Sales Index suggests that as mobile phone screen sizes get bigger, customers are becoming happier about buying online
Capgemini found that £133 billion was spent online with UK retailers last year, which was up by £18 billion on the previous twelve months. The expectation is that the trend will continue and the market will increase by 14 percent this year as users become more comfortable with online ordering.
Bhavesh Unadkat, principal consultant in retail customer engagement design at Capgemini said that if retailers invested to improve the customer shopping experience, 2017 will be another record breaking year for online sales.
The findings about increased web sales come at a time when research from Interactive Intelligence has shown that those who respond slowly to customer queries are going to lose business.
David Paulding, regional director for Interactive Intelligence, which carried out the research, warned that dealing with customers in a timely way was essential.
“Retailers can benefit from technology such as cloud-based solutions that can far more effectively handle big data analysis across all interaction types. This will ensure timeliness and consistency across every channel which will give customers the best experience possible,” he said.