Oct. 16, 2012
/PRNewswire/ -- Innotrac Corporation (NASDAQ: INOC), a best-of-breed commerce provider integrating digital technology, fulfillment, and contact center solutions to support global brands, today announced summary results of its latest SmartHub® eCommerce benchmark analysis, which was based on a sampling of orders placed in June of this year.
SmartHub®, Innotrac's proprietary benchmarking tool, provides clients and strategic partners with intelligence and analysis of the online retail purchase cycle. The current release evaluated over 100 leading merchants across 56 data points, tracking the entire eCommerce experience from ordering, to shipping, packaging, customer service, and returns.
"As online purchases continue to grow, access to data that shows customer expectations and trends is becoming critical for retailers," said Melissa O'Keefe, Sr. Director of eCommerce and Marketing at Innotrac. "Every customer touch point has an impact on a brand's ability to convert shoppers into customers."
SmartHub® benchmarking study, we report our most recent findings primarily around shipping and delivery. Among the findings:
- Delivery time is key to consumers. Not all retailers are setting accurate expectations, which could impact order conversions and consumers' likeliness to recommend and reorder from a retailer.
- Free Shipping, a key factor in customer conversion rates, is not offered at any price point by 39% of the retailers in the 2.2 study.
- 13% of order confirmation emails were delivered 5 minutes or more after order placement, while 61% delivered order confirmation emails in less than a minute.
- Physical conditions of packages worsened as compared with previous studies.
To download the full white paper, visit
. The next SmartHub® release is scheduled for November, and will focus on returns.
Innotrac Corporation, founded in 1984 and based near
, is a best-of-breed commerce provider integrating digital technology, fulfillment and contact center solutions to support global brands. The Company employs sophisticated order processing and warehouse management technology and operates eight fulfillment centers and one call center spanning all time zones across the continental United States. Innotrac Europe GmbH has a network of fulfillment centers, call centers, and returns processing facilities with operations in the UK,
. Connect with Innotrac at
Information contained in this press release, other than historical information, may be considered forward-looking in nature. Forward-looking statements are subject to various risks, uncertainties and assumptions. Should one or more of these risks or uncertainties materialize, or should underlying assumptions prove incorrect, actual results may vary materially from those anticipated, estimated or expected. Among the key factors that may have a direct bearing on Innotrac's operating results, performance or financial condition are competition, the demand for Innotrac's services, Innotrac's ability to retain its current clients, Innotrac's success in growing its existing client base, developing new business, Innotrac's ability to maintain or improve gross margins in the face of increasing revenues, reducing operating costs in response to reduced service revenues, realization of expected revenues from new clients, the general state of the industries that the Company serves, changing technologies, Innotrac's ability to maintain profit margins in the face of pricing pressures and numerous other factors discussed in Innotrac's 2011 Annual Report on Form 10-K and other filings on file with the Securities and Exchange Commission. Innotrac disclaims any intention or obligation to update or revise any forward-looking statement whether as a result of new information, future events or otherwise.