We know that a positive customer support experience can be a huge competitive differentiator for B2C brands. For industries that are currently expanding and experimenting with online and mobile channels, providing an exceptional experience is even more critical.
Ensuring that your customers don’t have to wait days to get help? That’s table stakes.
One industry that stands out for pushing the boundaries of the multichannel world is retail, and the rapidly accelerating e-commerce landscape as a whole. Whether it’s moving from online to mobile, or mobile to brick-and-mortar, retail companies need to be hyperaware about reducing as much friction as possible for their shoppers so that they actually make it through the checkout process.
That’s because cart abandonment is a huge problem. According to Forrester:
53% of US online adults are likely to abandon their online purchase if they can’t find a quick answer to their question…
…and 73% say that valuing their time is the most important thing a company can do to provide them with good online customer service.
While online shopping is nothing new, the range of tools available today for optimizing the online shopping experience is incredibly extensive. With the right setup, shoppers can have access to help instantly and their issues solved efficiently…significantly increasing the average value of their shopping carts as a result.
With our robust digital support platform, Helpshift offers the complete toolkit that provides the remarkable customer support experience that retailers need.
We are so excited to be a part of this space, and are looking forward to sharing our expertise on real-time digital support next week at ShopTalk in Copenhagen! If you’ll be attending the conference, come by our booth (#528) and learn about how our intelligent chat for mobile and web can reduce abandonment rates and have a tangible impact on your business.