Consumers Want Better Product Info, Search From Online Retailers

The leading improvements US and Canadian consumers want from online shopping sites are more detailed and visual product information (37%), better search (29%), and easier access to a customer service representative via live help options such as click-to-call or live chat (20%), according to [pdf] an Oracle study released in December 2011. Data from “Cross-Channel Commerce 2011: The Consumer View” indicates that roughly 1 in 5 consumers want store contact information to be easier to find, while about 17% want better site design and navigation and an easier checkout process. Only 13% cited personalized offers as a top 3 site experience improvement. (more…)