Retailers Tackle Mobile Shopping

Consumers like to shop from their phones, but are retailers equipped to provide the experience? 

January 29, 2020

BOZEMAN, Mont.—Retailers view mobile payments as important, but more than half aren’t ready to meet consumer demand for mobile payments, a new study by Quiq found, Chain Store Age reports. On average, 42% of sales come through mobile devices, respondents indicated.

Thirty-seven percent of respondents have fully embraced mobile payments into the customer experience, including in-store interactions, purchases and communications. But 54% can’t meet the expectations of consumers for mobile, and 25% consider themselves still in the beginning of their mobile strategy or have no such initiative in place at all.

The study also delved into how retailers viewed social media. For example, 88% of respondents said Facebook is integral to their sales and marketing, followed by Instagram (80%) and Twitter (69%).

These merchants see mobile as good for customer relationships, with 74% pointing out that mobile gives them more access to customers and 66% agreeing that it allows them to provide more customer satisfaction. More than half of retailers surveyed communicate with consumers via bots and humans.