This equates to 15.2% of all retail sales in the UK, making us the most frequent online shoppers in Europe. On average, UK consumers will spend £1,174 online in 2015.
While instore sales are predicted to drop by 1.4% in 2015, an 18.4% increase in online sales means that total retail revenues will increase by an average of 2%. This trend of increasing online sales and declining offline sales was reflected in Christmas trading results from the UK’s major retailers.
How retailers can improve their online service
So what can retailers do to keep online shoppers happy?
A recent survey of online retailing has shown that consumers expect regular delivery updates and view these as an essential element of their shopping experience.
Parcel delivery company Hermes questioned 2,070 UK online shoppers for their annual International Shopping Survey, and the availability of real-time delivery information was deemed important by 83% of respondents.
Online shoppers expect to be able to track the progress of their online orders, and the survey showed most customers would rather get text messages to email. When it comes to receiving delivery information, texts polled 8% higher than emails as a preferred delivery method.
The benefits of real-time CRM
In terms of providing competitive advantage, real-time CRM gives retailers the agility they need to respond to increasingly high consumer expectations.
From using previous purchase information and a phone app to inform a customer’s instore experience to offering consumers incentives based on their social media comments, real-time CRM gives retailers the opportunity to personalise their interactions.
Forward-thinking companies are responding to changing market requirements. They know they have to meet the demands of their customers, and if a high percentage are looking for real-time delivery updates on their mobile phones, then that’s what they need to provide.
Microsoft Dynamics CRM for retailers
The real-time services offered by Microsoft Dynamics CRM enables retailers to increase customer loyalty by providing fast, personalised updates on orders.
A single unified experience across ordering channels allows customer service teams to provide real-time information. With all the data they need at their fingertips, from one consolidated view, agents can focus on delivering exceptional customer services.
This type of service helps retailers to earn the loyalty of their customers. Consumers will keep coming back to a brand that offers a consistent service across all ordering channels.
Real-time data enables retailers to provide real-time information, which results in customers being kept informed of the progress of their order at every stage of its journey.