Five9 Consumer Report Reveals Anticipated 2021 Holiday Shopping Trends
11 Novembro 2021 - 11:00AM
Business Wire
Younger generations are more likely to shop in
stores and be influenced by Black Friday promotions.
Consumers in the UK and Germany are the least
likely to do their holiday shopping in stores, while those in Spain
and Italy are most likely to do so.
Give and you shall receive: Online shoppers are
more likely to share positive customer experiences on social media
than negative ones.
Five9, Inc. (NASDAQ: FIVN), a leading provider of the
intelligent cloud contact center, today announced the release of
its 2021 Customer Service Index: Retail and eCommerce Edition, to
help businesses anticipate consumer shopping trends ahead of the
holiday season. The report reveals insights about pandemic-era
eCommerce and end-of-the-year shopping, including how preferences
diverge across age groups and geographies.
For example, the youngest group surveyed (18-29 year olds) is
the most likely to shop in stores and wait for holiday sales to buy
gifts. One in three 18-29 year olds begin their shopping on Black
Friday, while the largest portion of overall survey respondents
(31%) purchase gifts throughout the year as they see them on sale.
This data suggests that the younger generation can be swayed by
last-minute deals.
Shopping preferences also vary by region. COVID restrictions
have undoubtedly impacted these results, with some countries
imposing stronger restrictions than others.
While the largest portion of overall consumers will do their
holiday shopping both in store and online this year (30%), only 18%
of UK respondents and 19% of German respondents plan to go to malls
and stores to buy their gifts. On the other hand, 40% of consumers
in Spain and 32% of consumers in Italy will buy all their gifts in
stores and are more likely to be influenced by retail events and
in-store incentives.
“Understanding shopping preferences can help businesses
proactively target buyers with specific campaigns around the
holidays, particularly for retailers operating in multiple regions
and geographies,” said Blair Pleasant, President & Principal
Analyst of COMMfusion LLC, who authored the 2021 Customer Service
Index: Retail and eCommerce Edition. “The data from this report,
when combined with customer journey analytics within contact
centers, can also be a powerful tool for driving sales and
marketing strategies throughout the year.”
Successful CX in any Season
Nearly half (43%) of surveyed consumers are now doing the
majority of their shopping online year-round (up from 22%
pre-pandemic). Two out of three respondents who purchased items
like clothing and groceries online for the first time during the
pandemic say they will continue to do. Given these new preferences,
implementing solutions to optimize the online user experience and
increase conversions will be key for all retailers. Superior
customer experiences will continue to drive loyalty and adoption
into the future.
To help retailers turn more online shoppers into buyers, Five9
partners with Lucency to provide a solution that tracks real-time
shopping cart activity on a retailer’s website and can alert
contact center sales representatives to proactively engage an
online shopper. Lucency can send an alert to the Five9 Intelligent
Contact Center based on business rules, such as the value of items
in a customer’s cart or the length of time a cart sits idle. A
sales representative can then reach out in real time, armed with
data about the customer and their shopping cart.
Delighting customers online not only drives sales; it can also
lead to brand advocacy. More than half (51%) of surveyed consumers
said they are likely to share their positive online shopping
experiences on social media platforms - slightly outnumbering the
47% who say they are likely to share negative experiences.
To read the full 2021 Customer Service Index: Retail and
eCommerce Edition, click here.
About Five9
Five9 is an industry-leading provider of cloud contact center
solutions, bringing the power of cloud innovation to more than
2,000 customers worldwide and facilitating billions of customer
engagements annually. The Five9 Intelligent Cloud Contact Center
provides digital engagement, analytics, workflow automation,
workforce optimization, and practical AI to help customers
reimagine their customer experience. Designed to be reliable,
secure, compliant, and scalable, the Five9 platform helps increase
agent and supervisor productivity, connects the contact center to
the business, and ultimately deliver tangible business results
including increased revenue and enhanced customer trust and
loyalty.
For more information, visit www.five9.com.
Engage with us @Five9, LinkedIn, Facebook, Blog, Dare to
Reimagine podcast.
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