Allowing customers to self-serve cross-channel

Even during recessionary times, the value of online transactions continues to increase. However, in a recent study carried out by Foviance, 44% of people surveyed said they didn’t buy online because they wanted to physically see the product. A further 18% cited the cost of delivery as a barrier to online shopping.

This white paper provides insight from over 100 respondents, into the buying habits and behaviours in the run up to the busiest time of year for retailers.  We probed respondents to understand their motivations, the barriers they are confronted with, and examples of best and worst websites that exist.

This paper highlights that customers are already using multiple channels as part of their purchase process dependent on what it is they are buying and the information provided at the various touch points. By enhancing the cross-channel customer experience, retailers can diminish the impact of the main barriers to conversion.