Saturday, February 2, 2013

83% of online shoppers need support to complete a purchase

Online shoppers expect to receive assistance within five minutes, otherwise will either head elsewhere or abandon a purchase altogether.

This stat comes from LivePerson's Connecting with Consumers report, which is based on a survey of more than 5,700 online consumers from the UK, USA, Australia, France, Germany and Italy.

According to the survey, the key reasons for abandoning online purchases are unexpected delivery costs (70%) and lack of information about the product, service or delivery (56%). These are key pieces of information, yet some sites seem to hide these from customers.

Other reasons for abandonment were connected to customer service, such as  wanting to ask a question / not finding the answer (37%) and difficulty of getting any help on the website (30%).

83% of shoppers surveyed said they needed some form of support during their online journey. This is a particular issue for 'dependent' shoppers, those with limited experience of online shopping, where this increases to 90%.

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