57% of Customers Surveyed Want to Chat

Ketty Colom, ActivEngage

By Ketty Colom

It’s a dig­i­tal shop­ping world, we all know it. I go online to find the best prod­ucts and your cus­tomers are doing the same thing. Accord­ing to a recent sur­vey by Deloitte, 60% of con­sumers say they are going online more often to find the best prod­ucts and ser­vices – and their deci­sions are heav­i­ly influ­enced by the tools, infor­ma­tion, and ser­vice they find when they go to web­sites or per­form a search.

What’s even more inter­est­ing about this sur­vey is what cus­tomers expect:

83% of shop­pers sur­veyed said they need­ed some form of sup­port dur­ing their online jour­ney. This is a par­tic­u­lar issue for ‘depen­dent’ shop­pers, those with lim­it­ed expe­ri­ence of online shop­ping, where this increas­es to 90%.

While shop­pers say they need help, they aren’t too per­sis­tent in access­ing it:

  • Half of online shop­pers (51%) will either try once or give up imme­di­ate­ly when seek­ing help before an online pur­chase.
  • If they need help post-pur­chase, shop­pers are pre­pared to per­sist to get their issue resolved, 76% try­ing at least twice.

They also expect to receive sup­port quick­ly. 71% expect some assis­tance with­in five min­utes. If they don’t get it 48% will aban­don the site.

How fast do they want this sup­port?

31 per­cent expect it imme­di­ate­ly, and 40 per­cent expect help with­in five min­utes. What’s

worse, if they don’t get help when they want it, near­ly half (48 per­cent) will leave your site.

How do they want this form of sup­port?

A tele­phone num­ber, an email address, or LIVE CHAT!

Deal­er Take­away: Imple­ment­ing live chat will meet the demands of your dig­i­tal show­room shop­pers. If you need help in decid­ing which live chat solu­tion is right for you, down­load our FREE eBook In-House vs, Man­aged Chat.

We have released our newest eBook: The 5 Top Rea­sons Man­aged Chat Fails – which You can down­load FREE.

Ket­ty Colom, a spe­cial­ist with ActvEn­gage, can be reached at [email protected].



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