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BizReport : Blogs & Content : November 15, 2013


Expert: Create a better mobile experience

In its 2013 online holiday sales forecast, Shop.org expects online sales in November and December to grow between 13-15 percent over last holiday season to as much as $82 billion (Shop.org, 2013). LivePerson supported 30% more live chats during the 2012 holidays than in the previous year, and are expecting a similar surge in demand this season for real-time customer engagement.

by Kristina Knight

Kristina: What are two top keys for success through the 2013 holidays?

Anurag Wadehra, CMO, LivePerson: The customer experience is really what matters to today's consumers, so making it easy for them to get the information they need or to make a purchase on the go is an essential part of today's digital experience. If they can't find an answer, they'll abandon your web or mobile site within seconds. By offering access to immediate customer support via tools like mobile chat, brands can engage and potentially convert a greater volume of shoppers. There are huge advantages to offering real-time, personalized assistance right at the customer's fingertips, including a reduction of support costs.

Kristina: How important is personalization to the mobile experience?

Anurag: Personalization is also key--mobile users don't have the patience to sift through irrelevant information on an app or site. Make sure that any content or support you offer is based on location and customer preference and history. This is also the benefit of a digital engagement strategy- a brand that engages a customer via digital channel has the advantage of behavioral data that helps drive a more intelligent and meaningful interaction.

Image via Shutterstock

Tags: LivePerson, m:commerce trends, mobile commerce, mobile experience, mobile personalization










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