News

The window to win or lose brand loyalty? 76 seconds.

November 19, 2013

LivePerson, a provider of digital engagement solutions, has announced the results of its second annual "Connecting with Customers" research, a comprehensive global study examining trends in online behavior and consumer expectations. The survey revealed that 69 percent of consumers are more likely to be loyal to a brand that provides live, human assistance at critical moments, and 82 percent indicate their perception of a brand improves when live chat is available.

Most significantly, the research shows the window to win or lose brand loyalty is a mere 76 seconds. Consumers expect access to real-time help within 76 seconds, and if they don't get it, they choose the slower, more frustrating option of email or abandon the site entirely, according to the research.

"The digital era is massively de-personalizing, so anytime brands can engage their customers with a more personalized human touch, it makes a meaningful difference," said Anurag Wadehra, chief marketing officer at LivePerson. "Our customers continuously push us to develop innovative ways to help them connect with consumers, and this research validates our belief that no matter how connected today's consumers are, they still crave real-time, human communication with brands online, and they want it on the go, from the channel they are in."

According to the research, digital engagement tools like live chat, which provide timely, one-to-one assistance to consumers, are becoming essential for increasing brand loyalty — especially as the amount of time consumers spend communicating with brands online increases: approximately one in five consumers (19 percent) spends 50 percent of shopping expenditure online. Failure to engage these consumers in the right way can translate to lost revenue and lost brand value.

Four key themes emerged from the "Connecting with Customers" research including:

Brand trust and loyalty

Despite living in a digital world where information or purchases are just a click away, it remains clear that there is no substitute for the human touch. Live digital engagement between brands and consumers is not only effective in driving revenue, but it also increases brand value and loyalty, according to the survey. 78 percent of consumers agree that they are more likely to be loyal to a company that provides real time, one-to-one support at critical moments during their digital journey. More than 80 percent of global consumers indicated that they want to engage in live chat sessions when they need help online, and said that they have a stronger perception of a brand when there is a real-time, human connection available. Additionally, 88 percent of respondents indicate that chat with a live agent makes their experience better when they need help online; approximately 45 percent say they'd abandon a purchase if it weren't possible to communicate with a company representative via live chat if they had a question or problem.

Speed is non-negotiable

Gone are the days of waiting hours for an email response, or even a few minutes to hold on a call. Today's consumers are on the go, and want to be able to connect with brands at any time, from anywhere.  According to the research, 73 percent of consumers said that speed and efficiency was the number one factor in creating a great online experience, and 72 percent of consumers cited immediacy as crucial when communicating with a brand when they have a question or need assistance. In addition, 56 percent of respondents indicated they would return as a customer if a brand saved them time online.

High impact moments

Throughout the digital journey, there are particular points where consumers are more likely to need help or guidance in order to reach their goal. If brands identify and anticipate consumer needs in these moments that matter most and engage them right away, they can better help the consumer to reach their goal. If they fail to provide the right support or engagement, they risk losing that customer altogether. According to research, the most critical moments in the customer journey where assistance is needed include: when a consumer has a specific question about a product or service they want to buy (42 percent), as well as the actual moment of purchase, with 35 percent of respondents saying that they need help or support at this stage. And even after the purchase has been made, consumers want access to help or support when they have a problem with the product after they receive it (35 percent).

Consumer expectations and frustration

Although brands invest significant resources into their digital assets, consumer expectations are constantly evolving, creating both an opportunity and a challenge for brands to keep up with the pace of change. The "Connecting with Customers" research indicated that 49 percent of consumers continue to find websites difficult to navigate, with 33 percent struggling to seek help or locate customer service. The results of a poor online experience can be substantial according to the research, with 45 percent of consumers saying they will abandon their purchase; 43 percent will feel a loss of trust; and 32 percent don't feel valued as a customer.

More than two-thirds of respondents (78 percent) said that they are more likely to be loyal to a brand as a result of a positive online experience.

Research methodology

Online interviews were conducted with 6,054 adults aged 18–64 who make an online purchase at least once a month. Interviews were carried out across the U.K., France, Germany, Italy, Japan, the U.S. and Australia during September 2013. Research was conducted by Loudhouse, an independent research agency based in London.

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