New retail research conducted by Loudhouse and commissioned by LivePerson has shown that many Australian shoppers have stated that they need some form of help when shopping online for goods.
The Connecting with Customers Report released earlier this month (July 11), revealed that 87 per cent of respondents said they need help, while 90 per cent said that they would find real-time help useful.
Real-time help for online retailing could be a chat function, where consumers can feel free to contact the retailer with any queries or concerns that they have.
As online retailing often means that customers are unable to talk to a shop assistant like they would in a traditional brick and mortar store, a real-time help function such as chat or email could help to improve the customer’s shopping experience.
The report’s findings may indicate that consumers nowadays may be after a more personalised and detailed level of customer service from online retailers.
“Over a third (36 per cent) of Australian shoppers abandon a website because they have difficulty in getting any help online – the highest of all countries surveyed in our global study – which indicates a huge opportunity for local brands to improve the online customer experience,” said vice president of APAC LivePerson Dustin Dean.
Furthermore, the report found that when seeking assistance, 25 per cent of Australians expect to receive help immediately, with 53 per cent of shoppers likely to abandon their purchase or shop elsewhere if they do not get help within their expected timeframe.
This may be good information for retailers in Australia to take note of, especially when creating or updating their online retail strategy to ensure that they are catering to the demands of their customers.