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What consumers want: fast help, flexible delivery
August 26, 2019
The two top things wanted by today's retail consumer are easy and fast online "chat" help and flexible delivery options, specifically in-store pickup and ship-to-store.
Those are the findings of a retail report released by CFI Group and Radial. The data revealed 43% of e-commerce shoppers are more likely to buy from a retailer that provides online chat assistance, according to a release on the report.
The findings reveal 25% of online retail customers had used chat at least three separate times when placing an online order over the past 12 months, and 43% are more likely to purchase from a retailer when that retailer provides a live chat option.
"To provide the service levels consumers have come to expect, retailers must think holistically across support channels and avoid halfway measures such as chatbots without access to live agents," said Ricardo Layun, vice president, customer care services at Radial, in the release.
Of online buyers polled, 61% opted for in-store pickup at least once over the past 12 months, and 27% had used ship-to-store for an online order at least three times over the past 12 months. Click here to download the report.
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