A recent study of more than 2,100 U.S. residents found that 62% of them expect live chat to be available on mobile devices, and 82% would use it. The survey, which was commissioned by Moxie Software, also identified the rising trend of live online chat for sales and support assistance and found that 75% of survey respondents would prefer to use live online chat versus calling to speak with an agent.
“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, vice president of products at Moxie. “[Our new] Moxie Chat [product] 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.” Moxie, which prides itself on anticipating what customers want, offers various solutions that allow companies to deliver the right engagement offer via the right channel to increase total customer value.
According to the study, consumers’ growing preference for online chat provides companies with an opportunity to enhance the customer journey and increase customer satisfaction, specifically on mobile devices. Seventy-two percent of respondents reported they were satisfied or very satisfied with their customer-support experience when shopping online, but the level of satisfaction increases to 92% when live chat is used on a mobile device.
The survey also found that:
- Twice as many men than women surveyed make daily purchases online and are making more weekly purchases as well.
- 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.
- 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.
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