Innotrac Announces Release of SmartHub® Cyber Monday Study

ATLANTA, March 13, 2014 /PRNewswire/ -- Innotrac Corporation, a best-in-class commerce provider integrating digital technology, fulfillment, contact center and business intelligence solutions, today announced the release of a special SmartHub® Cyber Monday study focused on the busiest online shopping day of the year.

SmartHub® Benchmarking, Innotrac's proprietary industry benchmarking tool, provides clients and strategic partners with intelligence and analysis of the online retail purchase cycle. The studies evaluate over 230 leading merchants across 95 data points, tracking the entire eCommerce experience from ordering, to shipping, packaging, customer service, and returns.  

"Cyber Monday proved to be a record breaking online shopping day in 2013," said Melissa O'Keefe, Sr. Director of eCommerce and Marketing at Innotrac.  "This release of SmartHub® provides a few key findings specifically about shipping, including the amount of time between orders shipping out and finally arriving at the customer's door.  Retailers can use this type of data to help put plans in place and hopefully avoid lag times during the 2014 holiday season."

In this report we share the findings from the study conducted on Cyber Monday of 2013 with particular focus on shipping and delivery timing, free shipping, promotions, returns and customer service.

Highlights from this study include:

  • Delivery Timing:  The percentage of packages spending 4 days or more in transit from the retailer to the consumer nearly doubled.
  • Free Shipping:  The average number of retailers not offering any free shipping options was down significantly to 21%  versus 44% during non-Cyber Monday ordering events.
  • Customer Service:  Retailers performed much better in chat support following Cyber Monday requiring on average just over 4 minutes to resolve customer service inquiries. 

To download the full report go to

About Innotrac

Innotrac Corporation, founded in 1984 and based near Atlanta, Georgia, is a best-in-class commerce provider integrating digital technology, fulfillment, contact center and business intelligence solutions to support global brands.  Innotrac's fulfillment, order management and contact center solutions are integrated with all major web platforms, and seamlessly integrate with any required partner technologies.  The Company employs sophisticated order processing and warehouse management technology and operates eight fulfillment centers and one call center spanning all time zones across the continental United States.  Innotrac Europe GmbH has a network of fulfillment centers, call centers, and returns processing facilities with operations in the UK, Germany, France, Denmark, Sweden, Poland, Austria, Italy, Switzerland, Ireland, Spain and the Netherlands. Connect with Innotrac at or

Media Contact:

Yolanda Kokayi
Senior Manager Marketing & Public Relations

SOURCE Innotrac Corporation


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