Innotrac shares SmartHub® Findings
ATLANTA, Dec. 12, 2012
ATLANTA, Dec. 12, 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 August 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.
"Returns are inevitable, but it's still not something that retailers like
dealing with," said Melissa O'Keefe, Sr. Director of eCommerce and Marketing
at Innotrac. "We wanted to take a closer look at how returns impact the
online shopping experience and what that means for retailers. While returns
are about merchandise coming back, it's also about merchandise going out.
This special study provides insight into retailers' return policies which
impact whether a consumer will actually make a purchase or even recommend a
The August 2012 SmartHub® benchmarking study reports recent findings with a
focus on the returns process. Among the findings:
oThe returns process is an opportunity for retailers to increase conversion
rates and overall customer satisfaction and loyalty. Despite the fact
that at least 62% of consumers admit to reviewing return policies prior to
purchasing, over 30% of merchants still fail to provide detailed
information about their policy on their website, specifically the window
of time allowed for returns.
oEase of returns ranks high on the list of consumer needs with regards to
online ordering. We found that only 25% of merchants include a return
label in with the product shipment, while 9% require a call to initiate
oWith over 15% of merchants, credit took 16 days or longer to appear after
the product had been returned.
oData from our April, June, and August 2012 order cycles shows a downward
trend in the number of merchants who do not offer free shipping of any
kind. At the other end of the spectrum, the number of merchants who offer
free shipping on all orders is increasing slightly.
The next benchmarking study is schedule to be published in January with the
first release of SmartHub® 3.0. This release update includes an additional
125 merchants into the SmartHub® sample, bringing the total merchant pool to
225. New data points have also been added to the process, increasing from 56
to 81 touch points. The 3.0 release ordering cycle coincidentally occurred at
the same time Hurricane Sandy hit the Northeast, and will provide additional
detail around how retailers perform (and communicate) in the face of a natural
To download the full 2.3 white paper, visit www.innotrac.com.
Innotrac Corporation, founded in 1984 and based near Atlanta, Georgia, 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, Germany, France, Denmark, Sweden, Poland, Austria,
Italy, Switzerland, Ireland, Spain and the Netherlands. Connect with Innotrac
at www.innotrac.com or http://www.linkedin.com/company/innotrac.
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.
Innotrac Marketing Manager
SOURCE Innotrac Corporation
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