93% of consumers consider real-time live help valuable to customer experience

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Ideal_Online_Experience.jpgWhen customers want answers to questions they have many channels via which to contact a brand or retailer. However, an increasingly “on demand” generation of shoppers want their questions answered quickly and efficiently.

According to LivePerson’s survey, which involved consumers from the U.S., U.K., Australia, Germany, France, and Italy, 71% expect to be able to access help with five minutes when making an online purchase (81% in the U.S.). A demanding 31% expect help to be on hand immediately.

Almost half (48%) would abandon the purchase altogether if the help they required was not forthcoming.

With social media playing a big role in consumer’s online and mobile lives, there is a high expectation that brands will provide one-to-one, or live, help. The vast majority (93%) of survey respondents felt that real-time live help played a valuable role in the online customer experience. Half (51%) said they would be more likely to purchase online if they could get answers via a live chat program, and across all countries 48% said they would be more likely to purchase from a website if this service was available.

“The expansion of digital channels and an increasingly crowded online marketplace are changing consumer spending habits and online behavior. And the more consumers spend online, both in time and money, the more demanding they become of the online customer experience,” writes Erin Kang, LivePerson’s Corporate Communications Manager, on the company blog. “Consumers are very articulate when it comes to their online expectations, and they’re quick to abandon your site if your website experience and customer engagement strategy are not up to par.”



Kristina Knight-1
Kristina Knight, Journalist
Content Writer & Editor
Kristina Knight is a freelance writer with more than 15 years of experience writing on varied topics. Kristina’s focus for the past 10 years has been the small business, online marketing, and banking sectors, however, she keeps things interesting by writing about her experiences as an adoptive mom, parenting, and education issues. Kristina’s work has appeared with BizReport.com, NBC News, Soaps.com, DisasterNewsNetwork, and many more publications.