We expect help within 78 seconds online

We expect help within 78 seconds online

We’re becoming increasingly impatient with new research showing we expect real-time help in 78 seconds when we encounter issues online.

The Connecting with Customers report from Live Person, who provide digital engagement solutions, indicates speed, real-time help and simplicity are crucial factors when engaging with brands online.

According to the report, 73% of Australian shoppers identified speed and efficiency as the number one factor in creating a great online experience.

Aussies expect real-time help within two minutes online and 84% say they would return to a company website if their needs were met in a simple and efficient way.

Live People surveyed 1,003 Australians and almost half (44%) claimed they would abandon an interaction altogether and move to another website, due to a poor online brand experience.

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