New Survey Reveals that Consumers Want an Optimized Shopping Experience across Multiple Channels this Holiday Season
An effective engagement strategy across online, social, and mobile channels is critical during the holiday season, according to LivePerson
NEW YORK on 20 November 2012
LivePerson, Inc. (NASDAQ: LPSN), a leading provider of real-time intelligent engagement solutions, today announced the results of its 2012 Holiday E-Commerce Survey. The survey shows that 63% of respondents are planning to do a majority of their holiday shopping online, and also reveals that there is a strong preference among shoppers for using live chat over other engagement channels.
The survey focused on holiday shopping habits of 500 respondents and their attitudes and preferences regarding online tools and channels such as live chat, social media and mobile devices. All respondents were over the age of 18 and have shopped online at least twice in the past three months.
Major findings of the survey include:
Live chat dominates other communication channels. Respondents indicated they strongly preferred live chat as the customer service channel of choice during the holiday season. 45 percent of respondents indicated live chat their preferred support channel, with email and 1-800 numbers tied for second place (27%). Further, 94 percent of respondents who have previously used live chat said they are likely to use live chat again to get help while shopping this holiday season.
Consumers are showing significant use of social platforms to interact with brands. About 40 percent of respondents using social media for the holiday shopping season stated that they will use Twitter and Facebook to interact with companies, whether it’s to Tweet a question or post a comment on a company’s Fan-page.
Consumers desire a better mobile experience, and would like to use live chat via mobile devices. One in every two respondents (50%) said it is important for a company to have a mobile app or a mobile-optimized website. Moreover, a significant number of respondents (40%) said they would likely use live chat on their mobile device to get assistance if it were available.
Tablets are a go-to shopping device. A majority of respondents (65%) expect to use the tablet device as one of two primary devices they use for holiday shopping, the other being the desktop or laptop computer.
“In order to provide the most compelling online shopping experience possible, it’s essential that businesses understand how consumers are interacting with brands online during the holiday shopping season,” said Jeremy Sokolic, Head of Marketing, LivePerson. “By intelligently connecting with online visitors, at the right time and through their preferred channel, businesses can exceed consumer expectations this holiday season, enabling them to drive more conversions and greater customer loyalty as a result.”
An infographic highlighting key findings from LivePerson’s Holiday E-Commerce Survey can be found here. For a full summary of survey results, visit the LivePerson Connected Customer blog.
For more information on LivePerson, visit: http://www.liveperson.com
About LivePerson
LivePerson, Inc. (Nasdaq: LPSN) offers a cloud-based platform that enables businesses to proactively connect in real-time with their customers via chat, voice, and content delivery at the right time, through the right channel, including websites, social media, and mobile devices. This “intelligent engagement” is driven by real-time behavioral analytics, producing connections based on a true understanding of business objectives and customer needs. More than 8,500 companies rely on LivePerson’s platform to increase conversions and improve customer experience, including Hewlett-Packard, IBM, Microsoft, Verizon, Sky, Walt Disney, PNC, QVC and Orbitz.
LivePerson received the CODiE award for Best Content Management Solution in 2012 and for Best Ecommerce Solution in 2011, and has been named a Company of the Year by Frost and Sullivan in 2011. LivePerson is headquartered in New York City with offices in San Francisco, Tel Aviv, Atlanta, London and Melbourne, Australia.
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