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Digital CX Best Practices: Reveal Out-Of-Stocks, Shipping Costs Before Checkout

A three-country, 52-retailer study of the digital shopper's user experience during holiday 2018 has generated a valuable "to do" list for the upcoming holiday season. Getting online CX right is a high-stakes proposition: 72% of shoppers will abandon a retailer that produces poor search results, and 87% will abandon their cart if the overall process is too complicated.

The sorest CX pain points for online shoppers included:

  • Items are available during the browsing process but are out-of-stock during checkout;
  • Customers are not informed about shipping fees or arrival time until after completing their purchase; and
  • Store processes and associate instructions differ by location and individual.

Get more information about improving e-Commerce CX in this infographic from Applause.

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Source: Applause.

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