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 |
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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 |
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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. |
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60% would like to e-mail customer services support |
An E-mail handling team will complement your CRM sales support team |
