According to a recent report from cloud-based chat specialist LivePerson, consumers across the globe would prefer not to make a purchase online if they don’t receive assistance on the website within an accepted timeframe.
The survey, which collected responses from 5,700 consumers with Internet access from the UK, France, Germany, USA and Australia, revealed that 73% of Britons hope to get help within five minutes against a global average of 71%. 32% expect help to be immediate and about 48% of UK consumers would likely decide to shop somewhere else if they don’t receive aid.
In the UK in particular, LivePerson identifies three types of consumers when it comes to online shopping – those who are extremely reliant on additional help (27%), shoppers who are broadly self-sufficient (54%) and self-sufficient shoppers who consider themselves as advisers (19%).
The report found that overall, 83% of online shoppers in the UK require some kind of support while shopping online. This applies particularly when it comes to people with little experience in buying items online, with the rate here soaring to 90%.
The opportunity to shop online is inevitably changing consumers’ buying habits and almost 40% of them now allocate the same amounts of money for in-store and online purchases. The UK was ranked second in terms of online spending among the five countries and was outstripped by Germany only.
UK consumers believe that having their problem resolved at a fast clip is what makes customer service experience a satisfactory one, as identified by 84% of shoppers. Another 58% claim that handling problems in a single interaction is also essential.