54% of consumers abandon ecommerce sites if choosing is too difficult, says SMARTASSISTANT report

Online shoppers demand interactive decision support from brands and retailers when purchasing

NEW YORK, May 29, 2018 (GLOBE NEWSWIRE) -- More than half (54%) of consumers have stopped purchasing products from a brand or retailer website because choosing was too difficult.

In fact, 42% admitted to abandoning a planned purchase altogether because there was too much choice.

To prevent decision paralysis, 68% of shoppers want their favorite brands or retailers to provide them with honest and personal advice, while 44% expect proactive product recommendations and tips when shopping online.

Humanizing Digital 2020, a new consumer survey commissioned by Digital Advice technology provider SMARTASSISTANT, found that online shoppers crave interactive, conversational decision support on digital channels.

Although only 14% of consumers had used digital sales assistants in the last year (intelligence-driven, dialogue-based solutions that guide shoppers to the right products based on their needs), over three-times as many (46%) demanded brands and retailers to integrate them on their online sites after seeing an example.

  • 81% said using a digital sales assistant would increase their purchase decision-confidence
  • 88% thought it was beneficial for online stores to have them
  • And 72% of consumers said that digital sales assistants are most helpful for finding and choosing products

Markus Linder, SMARTASSISTANT Founder and President, comments: “It’s clear: E-commerce has made shopping more convenient, but the increased amount of choice is confusing consumers to the point that they’re feeling incredibly overwhelmed, leaving websites without buying. Customers want interactive, human-like support from technology that can offer personalized help in real-time.

“The research shows that retailers and brands that make their online offer more 'human' - by providing intelligent, interactive assistance and guidance - are best placed to fulfil today’s customer expectations and make more sales.”

Download the full report here to view all the findings: https://smartassistant.com/humanizing-digital-2020

About Humanizing Digital 2020: The world is changing for consumer-facing businesses. Where consumers were once satisfied with the convenience of being able to shop online, their expectations have increased significantly. They now expect trust, advice, recommendations - human-like qualities from digital platforms.

Surveying more than 1,000 consumers in the US, UK and Germany, Humanizing Digital 2020 unveils how this new breed of customer wants to interact with online platforms - and how retailers and brands can position themselves to meet those expectations.

About SMARTASSISTANT: SMARTASSISTANT is the leading Digital Advice technology solution provider. We give industry-leading companies, like Microsoft, Sonos, Canon and Mizuno, the tools to build AI digital sales assistants that ask the right questions to help their customers make confident purchase decisions through meaningful, personal interactions on the web, mobile, via chatbots and voice.

For examples of AI digital assistants please visit: https://smartassistant.com/examples


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