Retail report | Genesys

This report found:

66% of consumers expect to easily compare price points and access item descriptions
48% prefer to contact customer service via a phone call
21% are confident the return process will be easy

A new Genesys report into the consumer retail experience finds that online retailers are not providing the experience that shoppers are looking for at key points along the buyer’s journey. We surveyed more than 3,500 global consumers to understand where customer experiences are succeeding and where they’re stalling.

Download the report for insights, opportunities and the path forward for retailers wanting to empower customers with seamless experiences.

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Retail's Empathy Gap

This report found: