Complicated purchasing processes lead to cancellations
One third of respondents often abandon online purchases because the decision becomes too complicated. A quarter then moves to a local store. After a frustrating search experience, 45 percent continue to search with another online retailer, 43 percent switch to Google. About one in four people surveyed initially buy nothing.
Consumers expect digital shopping assistants to provide price comparisons, alternative offers and additional product information, among other things. Many respondents would also like questions about orders answered.
From product search to digital consulting
AI-based shopping assistants can capture goals and requirements without customers having to know a specific product name. Instead, they can describe a problem or a planned project. The assistant then helps them find suitable products and prepare decisions.
This also gives retail companies additional insights into what their customers are looking for or missing from the product range. “This enables precise personalization, identifies product gaps and helps with marketing, service and product development. This is how digital consulting becomes strategic access to customers,” says Marius Browarczyk.
For more results and guidance on developing and using AI-based shopping assistants, see the LHIND whitepaper, “Shopping Assistants: From Search to Understanding and Finding.”
