Mobile is being leveraged in a multitude of new ways for e-commerce, as shoppers increasingly opt for the convenience of their smartphone. But while SMS marketing has been adopted by many brands, the use of SMS to handle returns and the post-purchase experience has so far been under-utilized.
A recent survey by e-commerce marketing platform Yotpo found that 85% of respondents have purchased clothing or accessories online in the past 12 months – significantly more than the second most popular category of food and beverage (63%). However, this subsequently led to the highest number of returns as well: 45% of consumers have returned clothes and accessories in the same period.
The returns market is a huge revenue drain on the industry but especially for e-commerce sellers, as the online purchase experience doesn’t allow for try-on or in-person quality assessment. When asked for the motivations behind their product return,
Article source: https://footwearnews.com/2020/business/retail/sms-messaging-product-reviews-reduce-online-returns-1203050310/
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