April 17th, 2018 by Sam Del Rowe

Customer care and a straightforward process for returns are essential to building customer loyalty, according to a recent study from Narvar, a company that aims to help retailers improve customer loyalty.

More specifically, the study—which analyzed responses from 1,543 U.S. online shoppers—found that 54 percent of shoppers would give repeat business to a retailer that accurately predicts the date that their package will arrive, 77 percent would give repeat business to a retailer that resends lost or damaged items with expedited shipping, and 76 percent would do so for a retailer that makes returns and exchanges easy. Additionally, although the majority—67 percent—elect to return online purchases via mail, 25 percent indicated that they won’t buy something if they don’t have the option of returning it to a physical store.

The study also found that consumers are partial to voice capabilities and chatbots. In terms of voice capabilities, 51 percent of shoppers use them to research products, 36 percent to add items to their shopping list, and 30 percent to track a package. As for chatbots, 65 percent say they like using them because the bots are available at any time.

“To deliver customer care at its highest level, brands will need to anticipate customers’ wants and needs, using technologies like voice and chatbots to communicate with shoppers at every point of their journey,” Amit Sharma, founder and CEO of Narvar, said in a statement. “The retailers that succeed in building loyalty with shoppers will be those that connect with people personally and communicate proactively.”

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