75% of e-commerce search functionalities underperform in North America

Pic: Shutterstock Seventy-five per cent of e-commerce websites in North America are unable to convert shoppers due to their inability to ‘understand’ natural language and thus, shoppers’ intent, according to Klevu’s new benchmarking report. Vera Bradley Canada has received the highest rating for best product discovery experience across all benchmarking criteria.

The travel accessories brand allows consumers to navigate easily using multiple clauses, natural language, and even spelling mistakes. It makes relevant product recommendations and allows consumers to pinpoint the exact product they are searching for quickly—no easy task given the brand’s broad range of product types in myriad print variations.

Klevu, the Artificial Intelligence and Natural Language powered technology solution, found that three-quarters of the 78 retailers researched delivered zero or irrelevant results when presented with complex queries. Less than 10 per cent of these retailers have the functionality to understand natural language and respond with products that were a precise match. Furthermore, more than half were unable to handle misspellings by shoppers, with 75 per cent missing out on additional sales through relevant product recommendations.

Complicated search queries are on the rise today as more consumers rely on voice search on mobile, which means that e-commerce retailers must be able to comprehend natural language and shoppers’ intent if they want to satisfy consumers. For example, searches for “best affordable” have grown 60 per cent globally according to Google. Understanding shoppers’ intent is critical for e-commerce retailers to remain competitive today as the spending landscape becomes more complex due to inflationary pressures and consumers use more complicated search queries to try to find what they are looking for online. However, most e-commerce sites are unequipped to understand shoppers’ intent, resulting in customers leaving websites unhappy and empty handed. When sites understand online shoppers’ intent, in the same way a human sales […]

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