E-tailers' 5-minute service window

E-tailers' 5-minute service window
SHARE
THIS



E-tailers need to sharpen their services a report has found, with lacklustre customer service and difficulty receiving help key drivers of shopping cart abandonment.

Australian shoppers are among the toughest to please when it comes to customer service and are demanding a much higher level of engagement, according to a LivePerson commissioned study by research firm Loudhouse.

“In today’s world we have been conditioned to expect less customer support online, that we would in-store,” Dustin Dean, APAC vice president LivePerson, told B&T.

“However the reality is retailers can easily replicate the level of support they offer in-store to online shoppers.”

The Connecting with Customers Report found 87% of shoppers need help when purchasing online and 25% expect that help immediately.

If help is not received within the expected time frame, which is within five minutes for the majority of shoppers (62%), 53% will abandon their purchase.

Six out of 10 e-commerce fans said they would like the option of engaging in live-chat with a brand’s agent and 90% view real-time help as useful.

When Australian shoppers encounter an issue while online shopping they also expect a quick resolution, with 55% wanting it solved with one interaction.

However, more than half (54%) will ditch their digital shopping trip immediately or try only once to seek help.

Meeting consumer’s demand for “instant gratification” may appear tough, but Dean believes retailers are better equipped to succeed online than in-store.

“When customers visit a store, in most instances staff won’t know what that customer is, what they are looking for, or if they have visited before,” he said.

“The only way they can determine this quickly is to approach them as soon as they arrive, which can have its disadvantages.

“When engaging online customers, companies can leverage the data or information that is already available to them to provide a customized service experience. They can approach a customer – via live chat for example, only when the time is right, and they can offer the type of service a customer wants either in the form of content about a specific product or service, or in the form of live digital engagement with an agent.”

Other top reasons for abandoning online purchases include unexpected costs (69%), lack of information about products/service or deliver (59%) and navigation difficulties (52%).

Please login with linkedin to comment

Latest News

Nine Reveals Its 2019 Line-Up, Including The Return Of SeaChange, ABBA & Lego!
  • Media

Nine Reveals Its 2019 Line-Up, Including The Return Of SeaChange, ABBA & Lego!

Nine has unveiled its 2019 line-up of shows at its gala upfronts in Sydney on Wednesday night. A mix of old and a few new, probably the biggest surprise was news that the network had snared Aussie drama SeaChange – starring Sigrid Thornton and John Howard – that was last seen on the ABC in […]

Pause Fest Hits Play On Massive 2019 Line-up & Awards
  • Media

Pause Fest Hits Play On Massive 2019 Line-up & Awards

One of the industry’s biggest events is returning in 2019 with a huge speaker line-up, incredible activations and some seriously enviable networking opportunities. That’s right, Pause Fest is back, and it’s time to hit play on your ticket buying, because this is an event you cannot afford to miss. Pause Fest is boasting talent from […]

Partner Content

by pause fest

The Works Promotes Paul Swann & Tom Harber To Managing Partners
  • Advertising

The Works Promotes Paul Swann & Tom Harber To Managing Partners

The Works has promoted Paul Swann (left in photo) and Tom Harber (right) to the newly created roles of managing partners as the agency continues to build its integrated offering with RXP Group. Swann has been a creative partner at The Works for more than six years, during which time he developed work for accounts including […]

Nine Launches 9Voyager To Attract Small To Medium Advertisers
  • Media

Nine Launches 9Voyager To Attract Small To Medium Advertisers

Nine today unveiled the next stage of plans to simplify and further automate the buying of television through its unique proprietary technology 9Galaxy and launched 9Voyager, aimed at opening the TV market to more small and medium enterprise (SME) owners. 9Voyager, released at the media company’s 9Upfront event in Sydney, will allow Nine to better […]

Nine Sets Sights On Lucrative Premium Partnership Space
  • Marketing
  • Media

Nine Sets Sights On Lucrative Premium Partnership Space

Nine has showcased its premium partnership space through the strategic client solutions division, 9Powered, at its 2019 Upfront event on Wednesday evening. In unveiling its 2019 program slate, Nine highlighted how, through its schedule it delivers marketers cross-platform opportunity to align with powerful “water cooler” content and reach mass audiences at scale, delivering real, measurable […]

The Aussie Open & NRL Headline Nine’s 2019 Year Of Sport
  • Media

The Aussie Open & NRL Headline Nine’s 2019 Year Of Sport

Nine has used its upfronts to reveal its plans for Wide World of Sports for 2019. Nine’s Director of Sport, Tom Malone, used the Nine Upfront event to talk about the acquisition of tennis and the strategic rationale and power of Nine’s cross-platform suite of properties – tennis, rugby league, cricket, netball, basketball and golf. “It has been […]

Nine Reveals Its News & Current Affairs Plans For 2019
  • Media

Nine Reveals Its News & Current Affairs Plans For 2019

Nine has used Wednesday night’s Upfronts to reveal to media and advertisers its news and current affairs plans for 2019. From 5.00am, we present Nine News Early Edition with the latest in overnight breaking news from around the world. At 5.30am Today, hosted by Karl Stefanovic and Georgie Gardner. In 2019, Australia’s longest running breakfast […]

Bold Adshel Campaign Pays Off For SA Tourism Commission
  • Media

Bold Adshel Campaign Pays Off For SA Tourism Commission

South Australian Tourism Commission (SATC) has achieved outstanding results from a daring, unbranded ‘teaser’ campaign across the Adshel network. The campaign highlighted seven little-known parts of South Australia, repositioning them as hidden, luxury tourist destinations. The ‘Tell Us Where’ campaign rolled out across digital small format out-of-home Adshel sites in Sydney, Melbourne, Brisbane and Adelaide, […]

How Nike Missed The Mark On Digital
  • Marketing
  • Opinion

How Nike Missed The Mark On Digital

Nike may be the brand held up by pretty much every marketer, but as digital marketing consultant, Tam Al-Saad (pictured below), says in this guest post, when it comes to digital, the sports behemoths still needs to just “do it”… By now you should have seen or heard of the Nike “Dream Crazy” campaign. It’s the one […]

Opinion

by B&T Magazine

B&T Magazine