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].