Brands and retailers lose opportunities for sales, referrals and stronger, more loyal customer relationships when online shoppers are left with difficulty getting answers to questions, concludes a national study conducted by The Adcom Group for VirtualHold Technology. But shoppers say they will promote brands that offer them help, the study shows.
Shoppers say their online purchase
experience affects their product reviews (78 percent), satisfaction with the
product (66 percent) and impression of the retailer (64 percent). A majority
would purchase more products from a website that allows them to click or tap to
receive an immediate or scheduled callback from a person qualified to answer
questions or solve online purchase problems. More than 90 percent say they would
be somewhat or much more likely to shop on such a website, and some indicate
they would even pay more for products sold there.
More information on customer relationships can be found at www.CRMindustry.com