Online shoppers are increasingly taking advantage of live chat options when shopping online, reports UPS in the 5th installment of its 2017 Pulse of the Online Shopper research series. Some 42% see live chat as an important customer service option when shopping online, according to the study.
Close behind, 37% feel that the ability to ask questions via live chat is important when they’re searching for and selecting products online. There seems to be room for improvement for retailers here, though, as fewer than half (46%) of online shoppers are satisfied with the availability of live chat in this regard.
Live chat appears to be considered more important when searching for products than during checkout: just 22% say that access to live chat during checkout is important. Read the rest at MarketingCharts.com.
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