With $20 Billion in Expected Mobile Holiday Sales, Apptentive Study Outlines What Consumers Want in Retail Apps

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65% of Respondents Who Use Retail Mobile Apps Plan on Using Them for at Least Some of Their Holiday Shopping, and 10% Plan on Using Them for All of Their Holiday Shopping

Apptentive's newest research report: Retail & Mobile Apps: What Works and Why.

“Retailers who focus on creating a great customer experience in their mobile app will be in a position to capture a huge portion of the billions up for grabs this holiday season,” said Robi Ganguly, Co-founder and CEO of Apptentive.

Apptentive, the mobile customer engagement software for enterprise apps, is pleased to announce the release of its newest research report, Retail & Mobile Apps: What Works and Why. The report provides insight into how consumers use retail apps, a preview for what retailers can expect during the 2016 holiday shopping season, and recommendations on how to prepare mobile apps to meet consumers’ needs and expectations.

The study found that 88% of consumers use retail mobile apps, and over half (54%) of those consumers made purchases in retail apps in the last month. Last year, holiday sales on mobile increased by 59% and amounted to $13 billion. Now that most consumers are comfortable making purchases in apps, holiday sales on mobile are sure to increase again this year. If the trend continues, the holiday season is a huge opportunity for retailers to capture a portion of the potential $20 billion in revenue from mobile shoppers.

“This holiday season will be yet another record-breaker for mobile. Retailers who focus on creating a great customer experience in their mobile app will be in a position to capture a huge portion of the billions up for grabs,” said Robi Ganguly, Co-founder and CEO of Apptentive. “Working with dozens of leading retailers, we’ve seen that the brands who invest in a seamless mobile customer experience before the holidays pick up a bigger piece of the pie and benefit the entire fiscal year.”

Retailers looking to optimize their mobile app in preparation for the biggest shopping season of the year can download Apptentive’s research report to learn which in-app customer experience improvements are most relevant to today’s mobile shoppers. The report also includes actionable advice on how to create a seamless customer experience across channels based on consumer preferences and success stories of companies focusing on omnichannel customer experiences in the retail industry.

“Retailers that don’t invest in their mobile customer experience are not only losing potential revenue; they’re damaging their brand, inhibiting customer loyalty, and missing the chance to understand customer behavior on a large scale,” said Ganguly. “Not only are consumers grateful for retailers that create mobile apps designed to make their holiday shopping less stressful, executive teams are able to glean deep insights about their customers through mobile apps. Mobile investment is becoming broadly strategic, powering Voice of the Customer programs, and leading the way on customer experience.”

The full report is available for download here.

About Apptentive
Apptentive’s mobile customer engagement software helps companies listen to, engage with, and retain their customers. The product gives brands the opportunity to identify who to talk to, intelligently engage customer segments, and mobilize customers to take action through in-app messages, surveys, and prompts. Integrated into thousands of mobile apps, Apptentive helps companies engage mobile customers, boost app ratings, drive downloads, and earn customer loyalty. The company powers millions of customer conversations every month for companies including Concur, DraftKings, eBay, eHarmony, Intercontinental Hotels Group, Nordstrom, and Zillow. The company is based in Seattle, Washington.

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