57.5% of all shoppers use the omnichannel service, but only 31.6% describe it as being a smooth process, according to a new report.
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Despite the technology’s complexity, online retailers also are less likely to use an outside consulting firm to help out on a major e-commerce replacement or expansion project. Of the merchants taking part in the research, only 28% plan to hire a consultant or another third party to help with a major e-commerce technology project over the next six months, while an additional 29% say they never use any outside consulting help.
Marketing remains a highly important cost center for web retailers, but they are less likely to use a third-party for managing their search programs. Only 31% of web retailers use an outside agency to help them with their paid and natural search programs, compared with 69% that don’t.