Seventy-five percent of e-commerce search features underperform, forcing consumers to leave empty-handed

HELSINKI & ATLANTA–(BUSINESS WIRE)–Seventy-five percent of e-commerce websites in North America are unable to convert buyers due to their inability to “understand” natural language and, therefore, buyer intent, according to the news. Klevu study. benchmarking report. Klevu, the technology solution based on artificial intelligence and natural language, found that three quarters of the 78 retailers studied provided null or irrelevant results when faced with complex queries. Less than 10% of these retailers have the functionality to understand natural language and respond with products that matched perfectly. Additionally, more than half were unable to handle misspellings from shoppers, with 75% missing out on additional sales through relevant product recommendations.

Vera Bradley Canada received the highest score for best product discovery experience across all benchmarking criteria. The travel accessories brand makes it easy for consumers to navigate using multiple clauses, natural language and even misspellings. It makes relevant product recommendations and allows consumers to quickly identify the exact product they are looking for, which is no easy task given the brand’s wide range of product types in a myriad of product variations. ‘impression.

Complicated search queries are on the rise today as more consumers rely on voice search on mobile, which means e-commerce retailers need to be able to understand natural language and intent. buyers if they want to satisfy consumers. For example, searches for “best affordable price” have increased by 60% globally according to Google. Understanding shopper intent is essential 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. they search online. However, most e-commerce sites aren’t equipped to understand buyer intent, resulting in customers leaving websites unhappy and empty-handed. When sites understand the intent of online shoppers, the same way a human seller does, online retailers’ conversion rates have been shown to be four to six times higher.

“It’s clear that large retailers need to work harder to ensure their e-commerce experience meets consumer expectations,” said Nilay Oza, CEO and co-founder of Kelvu. “As the North American e-commerce market continues to become more competitive and inflation drives consumers to cut back on spending, the e-commerce sites able to quickly offer shoppers exactly what they are looking for will be the ones which will continue to gain market share.”

According to other results, 44% of retailers surveyed offered no product recommendations on their homepage. Using the right tools to make relevant product recommendations on the homepage leads to significant improvements in a retailer’s bottom line. Amazon said purchases made through its recommendations increased revenue by 35%. Many retailers struggle with personalization, focusing too much on demographics as a way to segment shoppers, without considering intent and relevance. As personalization becomes more sophisticated, retailers will need to focus more on behaviors and less on demographics to deliver recommendations.

Seventy-five percent of retailers did not feature recently viewed products on any page, causing retailers to miss remarketing opportunities to consumers who have already shown interest in a specific product. Eighty-two percent of retailers are not maximizing opportunities to tap into shopper intent.

Roolee, Pink Lily, and Perry Ellis were named in the survey as the other top performing e-commerce sites.

  • Roolee, a Utah-based online retailer, focuses on natural language searches that enable complex multi-clause search strings and misspellings. The brand, which offers boho chic women’s clothing, children’s clothing, homeware and stationery, helps consumers find the product they want, even when they don’t know how to search for it . Product recommendations on category pages help shoppers discover similar items that may be of interest to them.

  • Pink Lily, a Kentucky-based retailer, outperformed in areas focused on product discovery and recommendation. This trend-driven retailer targets Gen Z and young millennial women, helping customers style their purchases with additional looks and recommending products that other people like them are looking for. Pink Lily’s search allows consumers to shop by situation, such as “wedding”, as well as by product. Directing shoppers to the most popular items provides the confidence of social proof of their choices.

  • Perry Ellis is driving revenue growth by using natural language processing in its search functionality and navigating through misspellings, helping its male customer base find a faster path to purchase. The site also helps guide its clientele in outfit creation through smart style recommendations with “complete the look” strategies.

About Research

The Klevu eCommerce Product Discovery Index includes criteria on search, product discovery, and website usability. In the search criteria, the location of the search box was considered as well as whether it contained clear instructions on the scope of the search and discovery. The search included the content displayed on different pages, whether the search engine crawls and displays the content as well as search results, the ability to manually search by SKU, misspellings, and successfully handle various types of queries in natural language containing brands, attributes, prices and Suite. Klevu looked at the zero-result experience, studied website usability, relevance of marketing messages, and personalization of product recommendations.

About Klevu

Millions of shoppers use Klevu to discover products on their favorite e-commerce sites. Klevu’s proprietary technology increases conversion, reduces bounce rates and builds loyalty with over 3,000 top global brands including Puma, Fred Perry, Paul Smith, Avon, Stussy, Pfaltzgraff and Native. Klevu is an AI search and discovery platform that leverages AI, natural language processing, and user behavior analytics to improve the search experience and automatically redistribute listing pages categories and product recommendations. Retailers who use Klevu’s comprehensive product discovery platform deliver an unparalleled customer experience and earn 37% more revenue per web session than those who don’t.

Founded in Finland in 2013, Klevu has offices located in the UK, USA, India, Finland, Australia and Sweden. The end-to-end discovery and search solution is easy to configure, optimize and maintain, and can be integrated with leading e-commerce platforms in just hours. For full creative control and headless e-commerce technologies, robust APIs and SDKs are available. For more information, please visit

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