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Pandemic-related shutdowns led consumers to divert the bulk of their shopping to online — and many of those shoppers are now hesitant about returning to stores as businesses begin to open back up. A recent survey of 800 consumers conducted by cloud company Lucidworks found that 59% of shoppers plan to either avoid in-person shopping as much as possible,  or visit in-person stores less often than before the pandemic.

Who is loyal

Above: Shoppers across the U.S. and U.K. agree that high-quality products, personalized recommendations, and excellent customer service are the top three reasons they’re brand-loyal.

Image Credit: Lucidworks

As the world stabilizes, shoppers want brands to provide a multi-faceted shopping experience — expanded chatbot capabilities, diverse recommendations, and personalized experiences that take into account personal preferences and history, Lucidworks found in its study. More than half of shoppers in the survey, 55%, said they use a site’s chatbot on every visit. American shoppers use chatbots more than their counterparts in the United Kingdom, at 70%.

The majority of shoppers, 70%, use chatbots for customer service, and 53% said they want a chatbot to help them find specific products or check product compatibility. A little less than half, or 48%, said they use chatbots to find more information about a product, and 42% use chatbots to find policies such as shipping information and how to get refunds.

A quarter of shoppers will leave the website to seek information elsewhere if the chatbot doesn’t give them the answer. Brands that deploy chatbots capable of going beyond basic FAQs and can perform product and content discovery will provide the well-rounded chatbot experience shoppers expect, Lucidworks said.


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Respondents also pointed to the importance of content recommendations. The survey found that almost a third of shoppers said they find recommendations for “suggested content” useful, and 61% of shoppers like to do research via reviews on the brand’s website where they’ll be purchasing from. A little over a third — 37% — of shoppers use marketplaces such as Amazon, Google Shopping, and eBay for their research.

Brands should try to offer something for every step in the shopping journey, from research to purchase to support, to keep shoppers on their sites longer. How online shopping will look in coming years is being defined at this very moment as the world reopens. Brands that are able to understand a shopper’s goal in the moment and deliver a connected experience that understands who shoppers are and what they like are well-positioned for the future, Lucidworks said.

Lucidworks used a self-serve survey tool, Pollfish, in late May 2021 to survey 800 consumers over the age of 18—400 in the U.K. and 400 in the U.S.—to understand how shoppers interact with chatbots, product and content recommendations, where they prefer to do research, and plans for future in-store shopping.

Read the full U.S./U.K. Consumer Survey Report from Lucidworks.

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