Consumer Behavior

Consumers more loyal to retailers big on messaging

Photo by istock.com

July 30, 2021

A good number, 75%, of consumers will spend more money with retailers that support digital and in-store experiences with messaging experts. More than half of shoppers, 63%, will purchase more from a website that boasts a virtual assistant.

Those are top findings from a LivePerson, Inc. survey that polled ,2625 consumers across the U.S., U.K. and Australia in July 2021.

The research also revealed that 62% would trust an online retailer more if associates were available on messaging.

"Between unpredictable e-commerce surges and the ongoing labor shortage, this year's holiday season will be full of challenges for retailers," Rob LoCascio, founder and CEO of LivePerson, said in the release. "The good news is that consumers are excited to connect with brands via messaging, which can be scaled quickly with a strategic blend of conversational AI and human agents. These AI-powered experiences will play a critical role as brands seek to deliver convenient, customized care and commerce experiences for everything from inventory inquiries and online purchases to curbside delivery and in-store support."

The survey findings noted that consumers are interested in virtual experiences and reported they would participate in the following activities: