• Banks80.0+5.3%
  • Credit Unions82.0+1.2%
  • Federal Government68.0+6.4%
  • Health Insurance72.0+4.3%
  • Internet Investment Services80.0+5.3%
  • Life Insurance79.0+2.6%
  • Local Government72.5+13.3%
  • Property & Casualty Insurance78.0-1.3%
Ambulatory Care77+1.3%
Athletic Shoes80+2.6%
Automobiles & Light Vehicles823.8%
Cellular Telephones79+1.3%
Computer Software819.5%
Consumer Shipping80-1.2%
Cooperative Utilities76-5.0%
Credit Unions82.0+1.2%
Department & Discount Stores74-3.9%
Federal Government68.0+6.4%
Fixed-Line Telephone Service70+1.4%
Food Manufacturing83+9.2%
Full-Service Restaurants81-1.2%
Gasoline Service Stations752.7%
Health & Personal Care Stores73-5.2%
Health Insurance72.0+4.3%
Internet Investment Services80.0+5.3%
Internet Search Engines & Information76-5.0%
Internet News & Opinion73-1.4%
Internet Retail80-2.4%
Internet Service Providers64+1.6%
Internet Social Media744.2%
Internet Travel Services791.3%
Investor-Owned Utilities72-2.7%
Life Insurance79.0+2.6%
Limited-Service Restaurants79+2.6%
Local Government72.5+13.3%
Household Appliances821.2%
Municipal Utilities68-6.8%
Personal Care & Cleaning Products83+7.8%
Personal Computers781.3%
Property & Casualty Insurance78.0-1.3%
Soft Drinks84+6.3%
Specialty Retail Stores77-2.5%
Subscription Television Service65+3.2%
Telephone service72 0.0%
Televisions & Video Players876.1%
U.S. Postal Service73+5.8%
Wireless Telephone Service71+1.4%

Remarkable Knowledge.
Experience That Matters.

Online Shoppers Expect Return Options, Loyalty Perks, and Seamless Security

The focus of the latest Radial sponsored report centers around the importance of having multiple options for returning products purchased online, the reasons shoppers join loyalty programs, and how fraudulent purchase alerts affect future purchasing behaviors.

  • Return Options - 87% of online shoppers say having multiple return options makes them more likely to purchase a product online. Having a synchronized omnichannel platform that allows shoppers to return products in-store or ship them back with ease is a necessity rather than an attractive bonus offering.
  • Loyalty Perks – 93% of shoppers who sign up for a loyalty program say special promotions are an influential factor in their decision to sign up. Access to these special promotions is the main motivator for joining loyalty programs.
  • Seamless Security – 27% of shoppers affected by an incorrectly identified fraudulent charge say that they will no longer shop with that retailer. Another 40% indicate that they will be hesitant to order from that retailer again. This clear negative impact makes effective fraud management a critical capability for retailers.

Holiday peak season is a challenging time for contact center personnel. The dramatic surge in ever-demanding customers can be chaotic and disruptive. However, by making returns easy, offering exclusive specials through the loyalty program, and ensuring a secure but smooth transaction process, contact centers can play a critical role in boosting shopper satisfaction and retaining customers.


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