64 Per Cent of Mobile Shoppers Expect Live Support Chat

shutterstock_5280665576 per cent of consumers in the UK would be happy to use a live IM chat option for further help when shopping on their mobile – and 64 per cent expect it.

Thats according to a study released by Moxie Software, which found that 77 per cent would prefer to use online chat over speaking with an agent over the phone.

67 per cent of Brits are happy with eCommerce sites customer support, but this rises to 88 per cent for mCommerce sites and apps incorporating live chat.

“For businesses, the need to provide personalised, adaptable customer service has never been more pronounced,” said Andrew Mennie, ?VP and general manager EMEA at Moxie. “Due to the emergence of mobile as a tool for online shoppers, it is now an absolute necessity that retailers are able to provide a shopping experience that combines the freedom of mobile shopping with the hands-on support of in-store.

“Why is it that a popular and potentially useful tool is overlooked by so many retailers? By providing a service that can enable customers to have their queries answered quickly and effectively, retailers could see shopping cart abandonment decrease and conversion rates on the up. The inclusion of live chat now seems like a no-brainer.”