Are retailers ready for Cyber Monday and the holiday shopping season? A new research study concludes that easy access to customer service on the web and in mobile apps can improve sales and brand impression.
The Adcom Group conducted the Online Shopping Customer Experience Study to investigate the online purchase experience across various devices and to reveal insights into online shopping habits and spending, customer frustration points and their consequences for brands, and the impact of improving the online purchase experience with a bridge to human help.
- Online shoppers prefer websites to mobile apps, but typically use both
- Nearly half of consumers shop daily, but only 6% purchase daily
- 3/4 of shoppers had trouble completing a purchase, often leading to abandoned shopping carts
- 75% of shoppers would prefer a site with integrated access to help