British consumers don’t yet trust social commerce, new study finds

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British consumers don’t yet trust social commerce, new study finds

Social commerce is the use of social media in the context of e-commerce transactions. In other words, it’s using platforms like Instagram and Snapchat to shop.

More and more social platforms are adapting their apps to allows consumers to shop directly from them, but a study by British retailer OnBuy.com reveals UK citizens are sceptical about social commerce and don’t yet feel they can shop this year.

The results illustrate Britons are far less trusting of shopping on social media, compared to countries like China where 70% of Gen Zers now opt to buy directly from social.

If they were going to shop on a social platform, British consumers are most open to purchasing items directly from Instagram (59%), followed by Facebook (27%) and Pinterest (20%.)

However, over a third (34%) of Brits say they would not be open to purchasing items through social media and only 17% of British consumers have used a social buy button.

When asked, “If you have never used a social buy button, why haven’t you?” respondents revealed several concerns. Fears over security (58%) and privacy of account (32%) were found to be the two greatest concerns surrounding, while doubts over its “legitimacy” came in third (32%.)

Tellingly, 85% of respondents claimed they are sceptical that brands who offer social commerce might be fake or untrustworthy.

However, consumers did detail the factors that would make them more likely to indulge in the service. It seems 64% of Brits’ would feel encouraged to use a social buy button if they could see images from customers who previously bought the product.

Other factors include the ability to access customer reviews (59%), an easy payment system (49%) and access to video tutorials or demos of products. In fact, per Hootsuite’s latest Social Media Trends report, 74% of people draw a connection between social video and making a purchase – so it’s no surprise consumers are looking for verification in this way.

Cas Paton, managing director of OnBuy.com, comments: “Social commerce is a relatively new service, which is still in its infancy in the UK. Naturally, it will take time for British shoppers to trust in it. After all, we all like to stick with what is familiar. But times are changing. If shoppers don’t try new advancements, they could miss out on fabulous deals, sales, and launches. Plus, great insight into favorite brands.

“From our research, we know British consumers are most concerned with factors like security, privacy, and legitimacy. Brands should, therefore, concentrate on producing a social commerce service that is 100% transparent. Be clear on cost. Reassure your audience you are there to contact and to answer any qualms or queries. Guidelines should be exact and loophole-free. It’s a must to make shoppers feel safe online; the extra work needs to be put in to make it a success for every party.”

News Source: professionaljeweller

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Disclaimer: This information has been collected through secondary research and TJM Media Pvt Ltd. is not responsible for any errors in the same.

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