News : New Research Reveals How Address Verification Improves Customer Experience in Online Checkout
New York, NY, USA, May, 2017 -- According to a new report published by Addressy, a provider of cloud-based address management services, 84% of US consumers prefer seamless type-ahead address verification for their online shopping.
Addressy's data shows that poor customer experience is one of the main reasons shoppers abandon their purchases, and online retailers with seamless checkout rank higher when it comes to customer sentiment. The new study on ecommerce user experience is the result of a collaboration with Internet Retailer and eHouse Studio, and demonstrates that improving user experience and data quality will help online retailers gain confidence and long term trust from their shoppers.
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The study also showed that only six of the 100 leading online retail sites in the United States offer type-ahead address verification, which is designed to improve the speed and accuracy of address entry. According to Forrester, the online shopping cart abandonment rate reached a median rate of 66% in the US. Last year the USPS reported 6.8 billion items went undelivered as a result of poor online address verification, more than 4% of total mail volume.
"There's definitely room for improvement when it comes to the online checkout experience," stated Tom Mucklow, Head of Partnership Development at Addressy. "Not only is the online experience frustrating for consumers, but the ramifications of unverified addresses can include failed delivery which has a negative effect on businesses. Hopefully retailers start recognizing the value of shortening and simplifying online forms, especially on mobile devices. It will set them up for long-term success."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Customer Contact Points
Addressy, part of PCA Predict (a GBG company), helps retailers improve checkout conversion by making it quicker and easier for users to enter their addresses. Addressy's smart technology auto-suggests choices as the user types, returning accurate delivery addresses that have been verified against official data sources including the USPS and Canada Post. This new style of address verification works just like a search engine, and ensures every address is complete and accurate at the point of entry.
Published: Wednesday, May 31, 2017
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