Solteq Plc, an international IT service and solution provider specialized in retail, is today announcing its continued collaboration with M&S in order to enhance the user experience of M&S.com in the UK as the retailer looks to turbocharge online growth. The partnership with Solteq offers M&S an analytics framework Solteq Deep Vision and related professional services to improve their eCommerce performance.

The quest to understand consumer behaviour on ecommerce platforms is continuous and is again validated by statistics* showing that the average online shopping cart abandonment rate is approximately 70%, leading to substantial losses in sales revenues. Identification, quantification and quick development cycles of sales obstacles within the online consumer journeys have become a necessity for enabling online business growth.

Deep Vision service, provided by Solteq, identifies the online struggles experienced by consumers and explains how these inefficiencies affect sales revenues and impact negatively on user experience. In addition to profiling customer behavior, Deep Vision helps companies identify and prioritize the needed development work on optimising online stores.

Simon Wood, Head of Operations for M&S.com, said: "Solteq Deep Vision service has been working with us for two years, and the team has helped us to identify critical and longstanding online issues affecting the customer experience allowing us to improve our ecommerce features. With the acceleration of our online business given changing customer habits, we’re pleased to be continuing to collaborate on ensuring the very best user experience on M&S.com.” 

The collaboration with Solteq including customer experience analysis and defining, quantifying, and monetising key customer struggles continues throughout the year.

“Typically, businesses face continuous problems with search functionality and site performance due to seasonal and promotional content updates. In addition, abandoned online carts indicate hiccups in customer journeys, shortages in product information or errors in checkout process. The opportunity to participate in the development of M&S.com has been a privilege, and our long-standing collaboration for over two years has given us a front-row seat in the rapidly changing eCommerce scene in the UK and internationally,” Steve Coates, Director of Solteq UK, concludes.

(*) Statista: Online shopping cart abandonment rate worldwide from 2008 to 2019: https://www.statista.com/statistics/477804/online-shopping-cart-abandonment-rate-worldwide/.