Too much choice, not enough advice leads to abandoned baskets, iAdvize

83% of high intent shoppers have abandoned a purchase because there was simply too much choice online, leaving them overwhelmed, according to iAdvize research involving 2,000 Brits.

58%, meanwhile, called it quits due to lack of information to help them decide on their purchase. 55% said product confidence and fears of making the wrong decision was also a cause of cart abandonment. For 52%, better advice and product information would make them spend more with a retailer.

Stuart Gordon, UK Country Manager at iAdvize, comments: “The key to building customer trust and confidence is to develop conversations that deliver the high-quality information that shoppers need, when they need it most. To achieve this, brands and retailers need to adopt a unified and integrated approach to customer engagement.”

“Consumers want to use the best solution available to address their questions, switching between channels as their buying journey progresses. Retailers and brands who offer their customers a full suite of integrated engagement solutions, from chatbots to human interaction, will be able to prevent high intent customers slipping through their fingers at the last moment.”