Consumer Desires For Speedy Online Support, November 2013 [TABLE]
7 in 10 consumers across 7 major markets report being more likely to be loyal to a brand that provides real-time one-to-one assistance at critical moments during their purchase journey, finds LivePerson in survey results released today. More than 8 in 10 say their perception of a brand improves when they have access to real-time, live chat, and that if they can’t access that support within an average of 76 seconds, they’ll choose a different option or abandon the site.
What are these critical moments when they need help? According to the study, consumers from across the globe are most likely to require assistance when they have a specific question about a product or service they want to buy (42%). About one-third say they need support at the actual moment of purchase, while the same proportion want access to help after they’ve received their purchase if they have a problem with it. About one-quarter of respondents also indicated that they would need some help when having problems logging into their account prior to purchase. Read the rest at MarketingCharts.