Quarantines Push Grocers to E-Commerce, Says Chatmeter

As COVID-19 disrupts American's lives, retailers are adjusting, noted analytics firm Chatmeter Tuesday. Grocery stores dealt with panic buying and stock depletion and now face e-commerce challenges. They're being forced into heavier participation in online ordering and delivery, where it’s important to ensure customers are getting accurate information and positive engagement, said CEO Collin Holmes. Consumer trust relies on accessible and accurate online business listings, said Holmes, saying $10.3 billion in e-commerce revenue is estimated to be lost yearly due to inaccurate search listings. Shoppers have to be able to quickly find accurate information such as special hours, emergency closures, phone number and address, he said: One of 10 grocers surveyed said it responds to customer reviews. That leaves businesses open to misinformation, he said. Holmes pushed voice search as a way for grocers to help shoppers. Some 82% of consumers globally use voice search to find local information, he said.