76%
How many retail customers will shop at a competitor’s website if a retailer runs out of product?
65%
How many retail customers are willing to purchase additional items to qualify for free shipping?
95%
How many retail customers are willing to wait up to five days for standard shipping?
47%
How many retail customers will shop with competitors the next time if a retailer’s shipment arrives later than expected?
36%
How many retail customers prefer live chat for customer service during the holiday season?
36% of online shoppers prefer live chat for customer service during the holiday season.*
Phone calls still lead the way, cited by 43% as their preferred method of contact during the holiday shopping season. However, over the past year, preferences have shifted away from the phone and toward live chat resources on retail websites. A live chat option was selected by 36% of respondents as their preferred channel of communication. As the live chat feature becomes more prevalent in the marketplace with agents who can handle a more comprehensive range of questions, shoppers are drawn toward this channel.
* US shopper findings form the Radial Report - August 2017
Other Resources
- Date
- December 12, 2017
center Description You probably already have a very good idea of what drives customer satisfaction. Customer service professionals can generally create surveys that, on the surface, […]- Date
- September 21, 2017
Executives should manage customer expectations, rather than raise the bar too high, at the first interaction.- Date
- August 24, 2017
center description Retailers face a variety of fulfillment choices as they seek to maximize sales this holiday season: Should they offer free shipping? Will shoppers be […]- Date
- August 23, 2017
center Author by Caroline Gooding | UK | August 23, 2017 no-repeat;center top;; auto 0px 15 default default Summary When evaluating new products or service offerings, […]- Date
- July 21, 2017
Customers registered with an in-house customer database are likely to be more satisfied than those identified through an external research panel.- Date
- May 31, 2017
center Description What Makes an Online Customer a Repeat Customer? As the growth of technology rages on in today’s online marketplace, retailers have the opportunity to […]
