News by Topic
- Search Marketing
- Email Marketing
- Loyalty Marketing
- Mobile Marketing
- Social Marketing
- Viral Marketing
- Trends & Ideas
- Internet Marketing 101
Survey: Mobile shoppers want live chat
It is accepted that mobile shoppers are extremely in-market - as in ready to buy tickets or a dress or visit a coffee shop at that moment. But new data out from Contact Solutions gives us new insight into what mobile shoppers want while they are shopping. Hint: it isn't just the item, it's the contact.
A new survey out from Contact Solutions finds that mobile shoppers want more contact than many retailers are ready to give. According to their report nearly three-quarters (73%) of shoppers said they 'would use apps' that offered live chat options.
The underlying problem found by the survey is that many shoppers feel their needs aren't currently being met - they want more contact with retailers and brands - especially in the mobile channels.
"The data in this survey doesn't lie - consumers are fundamentally unhappy with the state of customer service, especially when it comes to their mobile service interactions," said Michael Boustridge, CEO of ContactSolutions. "The first line of defense against customer complaints is your contact center, and to start meeting the needs of customers, companies mustdevelop a strategy that effectively meets the needs of consumers, while also providing them with a positive, interactive engagement with the brand."
Other interesting findings from the report include:
• Shoppers feel they can't 'solve problems' via mobile
• Shoppers find it hard to switch how they communicate with brands
• Shoppers feel they can't begin customer service inquiries at a convenient-for-them time
Image via Shutterstock
- Report: Over half of Millennials have or will use Bots
- Report: Finances key to engaging Boomers
- Top 3 tips to strengthen travel-based ad strategy
- Report IDs differences in how people use social
- Ad Roundup: Platform expansions and a partnership
- Survey: Hispanic SMBs show strong optimism
- Ad Roundup: Partnership, integration to bring brands more
- Report: Super Bowl ads drove traffic into stores
Featured White Papers
- Learn Why 83% of Advertisers Are Reporting Superior Outcomes With People-Based Ads
Traditional digital display advertising doesn't work. The information in this report is based on an online survey of 350 senior...
- 2016 Email Marketing Metrics Benchmark Study
To build a world-class marketing program, it's crucial to compare yourself to the best performers - but competitor data can...
- 10 Ways to Use Customer Lifetime Value to Reinvent Your Marketing Strategy
CLV insights can help you to attract high-margin customers, target clusters of customers with untapped value, and retain high-value customers...
- 16 Innovative Loyalty Programs of 2016
Engaging customers in a loyalty program is no easy feat. Read how 16 brands grabbed headlines in 2016 by launching...