More than three-quarters (77%) of shoppers say they expect full transparency regarding the location of their online orders throughout the entire delivery process, according to a new global retail report from SOTI.
The report also revealed that nearly 50% of consumers would abandon a purchase if delivery or pick up extended beyond two days, while 57% expect to pick up an item ordered online on the same day.
As consumers demand real-time information, efficient product availability and rapid delivery in-store and online, supply chain optimisation in the retail industry is critical, according to SOTI vice president of sales for APAC, Michael Dyson.
“AI’s pivotal role in transforming delivery services cannot be overstated. By leveraging AI, we can harness deeper intelligence from our devices—such as integrating location, signal strength and speed data with critical business information, like inventory levels and delivery status. This integration of AI enhances our delivery systems, ensuring that the efficiency and personalised experience customers expect online are mirrored in our physical delivery processes,” he said.
While nearly two-thirds of shoppers indicated that they continue to shop with brands that deliver goods the fastest, returns have also become an equally important part of the omnichannel journey.
Shoppers are increasingly searching for risk-free purchasing environments, with almost two-thirds (65%) of consumers stating they were more likely to shop with an online retailer that provides multiple return options and 59% prefer retail stores that offer the same flexibility.
“The line between online and in-store shopping has become obscured. Consumers expect a seamless transition between the two, and retailers must integrate these experiences to meet these expectations. This consumer demand points to three key areas of the retail experience – speed, visibility and return options,” Dyson added.
“These areas depend on a supply chain that is connected and visible in real-time to both the retailer and consumer. This can be addressed with a more seamless, intuitive and automated supply chain operation designed to ensure real-time, reliable visibility of items; to both the consumer and in-store staff.”