DOTLOGICS BLOG

December 22, 2016

Why Shoppers Are Leaving Your Website: 8 Shocking Statistics

Written byBriana Songer

People love to shop online for the convenience factor. They want to find their products easily and ship them quickly. More than half of all consumers are now purchasing online vs. in-store, a first time reporting according to UPS. But if you’re experiencing visitor abandonment, it’s time to find out why shoppers are leaving your website: 8 shocking statistics.


Part 1: Optimize Your Website

1. 80% of internet users own a smartphone and use it to make purchases. Emerging devices to search online are tablets at 47% and smart TVs at 34%. Ensuring your website is mobile-friendly is crucial to keeping shoppers on your website. (Global Web Index)


 

2.  Most mobile users will not wait more than 6-10 seconds for a page to load. Make sure to check your website speed and performance to beat that loading time. Common causes of a slow internet site: unoptimized images, pop-up ads, web server problem, database problems. (kissmetrics)

3. People may be leaving your website due to pop up ads, banners, and videos. 73% of consumers dislike pop-ups, especially those where they have to click an “X” to remove. Their response? They block you. (Hubspot) Delay your pop-ups accordingly and limit the numbers to keep shoppers happy.

Part 2: Personalize Your Customer Service

4. 29% of consumers pick chat as their preferred customer service channel. (FierceRetail) While phone support is still the most common, 37% of Millennials favor live chat to get online help. And those numbers will continue to go up as mobile shopping increases. Starting up a chat service is quicker and cheaper than setting up a call center and could keep shoppers from leaving your website.


5. Social media is increasingly used for online customer service. But only 30% of consumers receive answers to their queries posted on a company’s Facebook page.  71% of tweets are ignored, and only 23% generate a reply. (Datamentors) Dedicating a customer service agent to social media responses could increase your return visitor rate.

Part 3: Diversify Your Buying Options

6. Shoppers want options for how to make their purchases. For all generations except seniors, PayPal’s install base exceeds that of Amex. (ConnexityPayPal scores third place across all income brackets, with highest usage among those earning $50,000-$74,999 (so most of your millennials). Limiting buyers to paying only with a credit card could be costing you customers.

7. 44% of the 3,000 consumer respondents in the UPS study said they would like the option of store pickup with an online order. Seem counterintuitive? Possibly shoppers want the option to pay in cash at the store, or see the product before actually buying it. Either way, it’s an option to consider to keep shoppers from leaving your website and going with a competitor.

8. 66% of consumers shop cross-border. Pitney Bowes attributes this trend to what they call “in-store global, online local.” Foreigners visit a physical store on their travels and buy online once returning home. To go global, start by understanding if there are visitors from other countries frequenting your website. If you see a trend, offer a translated page in their language. You may just increase sales.

Conclusion

Taking a fresh look at your website from the perspective of these 8 statistics could help you understand why shoppers are leaving your website. Investing some time and money into making some of the suggested changes could certainly improve your consumer experience and earn you more revenue.

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