San Francisco, CA, USA, Aug. 8, 2019 -- Narvar, a customer engagement platform, announced it's expanding its platform offering to include the pre-purchase consideration phase of the shopping journey. As part of this expansion, Narvar also will be addressing consumer challenges regarding return policies, delivery guarantees, and adding to its offline pick-up options. Retailers will be able to unify their existing post-purchase data with their pre-purchase experience, elevating their customer experience across the entire shopping journey with a single, digital platform.
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Gartner found that 44% of customers worry they have missed a better option every time they make a purchase, and suggests that to mitigate this feeling of uncertainty, brands must focus on helping customers understand their options, make a purchase, give them confidence and reassure their decision. Consumers have indicated that a number of post-purchase considerations impact their likelihood to make a purchase:
18% of consumers globally say not having enough time to evaluate a purchase prevents them from making a purchase in the first place.1
24% say they always check the return policy before making a purchase; 29% expect to see the return policy on the product page.1
53% of shoppers won't purchase something if they don't know when it will arrive.
80% of UK shoppers say they're more loyal to retailers that offer a range of convenient and flexible delivery options.
In addition, retailers' operational costs are being impacted by evolving consumer behaviors: 56% of consumers admit they "bracket" purchases (buy multiple versions of an item with the intention of returning most of them), though 15% of those only do so when sizing or other options aren't clear.1
"We know retailers increasingly think about tightening the purchase loop by helping consumers make better-informed decisions and offering more guarantees before they ever hit the buy button," said Amit Sharma, founder and CEO of Narvar. "If we can intelligently apply our data and insights from post-purchase to help brands surface relevant information to consumers earlier in the funnel, it's a win-win for everyone."
Posted by Veronica Silva Cusi, news correspondent
Narvar helps retailers inspire loyalty beyond reason. As an enterprise-grade customer engagement platform serving 500 retailers like Sephora, Patagonia, Home Depot, Gap, and Bose, Narvar enables seamless post-purchase engagement that retain, engage, and delight customers — from cart to doorstep, and beyond. With effortless order tracking, proactive communications, and seamless returns, Narvar applies machine learning across billions of interactions to simplify the everyday lives of consumers.
Published: Friday, August 9, 2019
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