The report highlights key trends in online spending and online customer experience expectations. According to this study, 40% of consumers are now spending as much online as they do in store. Furthermore, 71% of online consumers expect to be able to access help when purchasing online within five minutes and 51% will give up immediately or after just one attempt to seek help before an online purchase is abandoned. In addition, the research underlying the report indicates that 93% see real-time help as beneficial when shopping online and 31% will take their business elsewhere unless help is accessible immediately.
Key findings from the Connecting with Customers Report include:
-- Speed of abandonment: 71% of visitors expect to be able to access help within five minutes when purchasing online, while 31% expect this help to be immediate. If this support wasn't forthcoming within their expected time frame, 48% state they would go elsewhere or abandon the purchase altogether – with the highest abandonment speed in the UK (58%) and lowest in Italy (39%).
-- Online customer service expectations: Globally 83% of online users indicate that they need some form of support during their online journey, and 59% of global users would like to have more choice in how they contact online brands, expressing interest in real-time channels such as live chat (57%), click-to-call (34%), and live video chat (7%). When asked what makes a great customer service experience, the top three factors identified by consumers were getting an issue resolved quickly (82%), getting an issue resolved in a single interaction (56%) and dealing with a friendly customer service representative (45%).
-- Real-time differentiator: 93% of consumers see real-time help as being beneficial during their online customer journey, whether it's before, during or after their purchase process. 51% stated that they were more likely to purchase from a website if they could get answers via live chat, with particular demand for this channel in Italy (60%), the US (56%) and Australia (52%). Globally, 48% of consumers indicated that they are more likely to return to a website if live help is available.
More information on service, support and CRM can be found at www.CRMindustry.com