Liveperson, leading provider of web chat software, has recently published a study in relation to shopping habits online.
The main findings of the study and Arema Connect’s solutions proposed:
Live Person Findings
Arema Connect solutions
|83% of internet buyers recognise that they need some form of support during their online journey.
|Internet is open 24 by 7. Support your customer all day long.
|59% would like more choices in how to contact online brands.
|Offer them a multichannel approach to your customer care policy
|93% of shoppers see real-time help as useful when shopping online.
|Phone and live chat options are the most effective forms of CRM support.
|57% are requesting live chat support.
|Provide them with live chat support 24 by 7
Difficulty with online customer service/support, e.g., wanting to ask a question or not finding the answer (37%) and difficulty in getting any help on the website (30%) increases abandonment of online purchases.
|Review your website’s structure, provide them with self-help guidelines and offer them the support of a real agent through your live chat support service
61% would like to call customer services support
|Check out our 24 by 7 telephone answering service. Remember that the web is never closed for business.
60% would like to e-mail customer services support
|An E-mail handling team will complement your CRM sales support team