Online purchases are surging due to the pandemic as people are relying more and more on online deliveries. As seen in people’s purchasing behavior, from food and beverage to beauty products, more items are becoming available via online stores with smoother consumer journeys. The telecommunications industry is looking forward to this behavior shift towards online, as its one of the measures to help with cost-saving and for operators to counter competition with third parties.
The pandemic was expected to help accelerate the shift, as many operator/retail shops are forced to close in order to keep social distancing and curb the infection rate. However, this change is happening slower than anticipated.
Particularly for handsets, consumers are still looking to buy in-store rather than online. According to a survey by GSMA Intelligence, almost 50% of the survey participants are still intending to make their next handset purchase in-store, both from an operator or a third party. More people would prefer comparing technologies and prices in-store than browsing online. Despite the potential risks of going outside these days, the in-store purchase will still be the first option for many buyers.
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