Two in three shoppers want to chat online
A new study commissioned by Moxie Software, Inc. reveals that 64% of survey participants expect live chat to be available on mobile devices, and 76% would use it. Moxie’s study surveyed more than 2,700 UK and U.S. residents about their online and mobile shopping habits, and identified the rising trend of live online chat for sales and support assistance. Seventy-seven percent of UK respondents stated that they would prefer to use live online chat versus calling to speak with an agent.
According to the study, consumers’ growing preference for online chat provides companies an opportunity to enhance the customer journey and increase customer satisfaction, specifically on mobile devices. In the UK, 67% of respondents reported they were satisfied or very satisfied with their customer support experience when shopping online, but the level of satisfaction increases to 88% when live chat is used on a mobile device.
Moxie Chat™ addresses the needs of customers across their online journey. The new product enhances the chat experience across all devices, delivering an optimised experience for mobile users. Moxie Chat integrates with multiple customer engagement channels, including Moxie Web Self Service™, Moxie Knowledge™ and Moxie Email™, allowing businesses to engage with customers on the right channel at the right time.
“Today, people have their mobile phones with them at all times and they are primarily using them to research information, message family and friends and engage with apps,” said Nikhil Govindaraj, VP of products, Moxie. “Moxie Chat provides consumers with the fast and simple experience that consumers demand. Our customers now have the ability to design the chat experience to align with their brands and execute specific campaigns that resonate with a growing base of mobile device users.”
Additional insights from the Moxie study reveal interesting trends in the U.S, including:
· Men Shop Often on Mobile Devices: twice as many men than women surveyed make daily purchases online and are making more weekly purchases as well;
· Millennial Men Are Active Online Shoppers: millennial men are becoming the new power shoppers, and those living in the Pacific region (California, Oregon, Washington, Hawaii and Alaska) are among the most active online shoppers in the nation.
· Winning the Hearts of Mobile Holiday Shoppers with Superior Service and Live Chat: consumers who plan to make purchases on mobile devices this holiday season expect top-notch service and support. Sixty percent of consumers will abandon their online shopping carts and never make purchases from an online retailer again if they experience poor customer service.
To view more details about the survey, check out this infographic.
Andrew Mennie, VP & General Manager EMEA at Moxie says: “Getting online customer service wrong is plain bad business and is costing companies real money. It is worrying enough that 60 percent of online shoppers have abandoned their carts before check-out due to a bad online experience. What’s even more concerning is that this isn’t just a ‘moment of madness’, but rather the beginning of a deep rooted abandonment of the brand, with 48 percent claiming they have never purchased from that shop again.”
“The days of the grumpy shop assistant are long gone: the survey results clearly show a positive experience when it comes to direct interaction with customer service, as 85 percent of UK shoppers declared themselves happy with the ability of brands’ customer service advisors to resolve their questions satisfactorily. E-commerce is not just transforming shopping habits but also the UK’s customer service ethos. The next step is to extend that positive experience so that it begins the moment the customer lands on the brand’s website, and not limit it to the contact centre. Only then will the business find the antidote to poor online conversion rates.”
“For businesses, the need to provide personalised, adaptable customer service has never been more pronounced. Due to the emergence of mobile as a tool for online shoppers, it is now an absolute necessity that retailers are able to provide a shopping experience that combines the freedom of mobile shopping with the hands-on support of in-store. Traditional customer service options such as email or the phone have been joined by new functionalities, including live chat and social media. Indeed, of those who have tried live chat, 77 percent of customers have preferred this channel to calling the retailer in question.”
“Despite this preference and the high satisfaction rates of customers who have tried live chat (88 percent of respondents were satisfied or very satisfied), 62 percent of customers do not expect to be provided with this option. Why is it that a popular and potentially useful tool is overlooked by so many retailers? By providing a service that can enable customers to have their queries answered quickly and effectively, retailers could see shopping cart abandonment decrease and conversion rates on the up. The inclusion of Live Chat now seems like a no-brainer.”