I’m a major shopper, as all my friends know, but even I am shopping online more often these days. That puts me in line with the 60 percent of consumers in Deloitte’s 2013 LivePerson Connecting with Customers report who say they are shopping online more frequently than they used to.
When they hit your site, those online customers have high expectations for customer service. A whopping 83 percent report they consistently need some type of customer support when shopping online. How fast do they want to be helped? Hold your breath: 31 percent expect it immediately, and 40 percent expect help within five minutes. What’s worse, if they don’t get help when they want it, nearly half (48 percent) will leave your site.
These demands may seem hard to live up to, but consider that most customers shop online for convenience. If they have to wait and wait around for help online, they might as well go to a store and search for a salesperson, no?