Sunnyvale, CA—A new study commissioned by Moxie Software, Inc., reveals that 62% of survey participants expect live chat to be available on mobile devices, and 82% would use it for holiday shopping.
The study surveyed more than 2,100 U.S. residents about their online and mobile shopping habits. Furthermore, it identified the rising trend of live online chat for sales and support assistance. Seventy-five percent of respondents stated they prefer to use live online chat versus calling to speak with an agent.
According to the study, consumers’ growing preference for online chat provides companies an opportunity to enhance the customer experience and increase customer satisfaction, specifically on mobile devices. Seventy-two percent of respondents reported they were satisfied or very satisfied with their customer support experience when shopping online. However, the level of satisfaction increases to 92% when live chat is used on a mobile device.
Additional insights from the Moxie study reveal the following trends:
• Men Shop Often on Mobile Devices. Twice as many men than women surveyed make daily purchases online and are making more weekly purchases as well.
• Millennial Men Are Active Online Shoppers. Millennial men are becoming the new power shoppers. Those living in the Pacific region (California, Oregon, Washington, Hawaii, Alaska) are among the most active online shoppers in the nation.
• Mobile Holiday Shoppers Want Superior Service and Live Chat. Consumers who plan to make purchases on mobile devices this holiday season expect top-notch service and support. Sixty percent of consumers will abandon their online shopping carts and never make purchases from an online retailer again if they experience poor customer service.
“Today, people have their mobile phones with them at all times. They are primarily using them to research information, message family and friends and engage with apps,” said Nikhil Govindaraj, vice president of products, Moxie. “Moxie Chat provides consumers with the fast and simple experience that consumers demand. Our customers now have the ability to design the chat experience to align with their brands. They can also execute specific campaigns that resonate with a growing base of mobile device users.”
Moxie Chat was developed to address the needs of customers across their online shopping experience. It is designed to enhance the chat experience across all devices, integrating with multiple customer engagement channels, including Moxie Web Self-Service, Moxie Knowledge and Moxie Email. The result is that businesses can engage with customers on the right channel at the right time.
With support for mobile best practices across desktops, tablets and smartphones, a key benefit of Mobile Chat is the ability to browse and chat simultaneously. Mobile customers can chat without interrupting the browsing experience, which makes it easier to navigate a website while chatting. When browsing a website during a chat session, customers are alerted to agent responses via a visual alert. This enables better conversations.
In addition, customers are reconnected to their chat session if they need to answer a phone call or whenever cellular service is interrupted; for example, when a customer gets into an elevator. To receive specific guidance, customers can also share their exact locations via geotagging while chatting.
Other features include: the ability of consumers to share photos, videos or documents during a chat session for better communication; agents have access to key information, including device information and webpages being viewed by consumers so they can deliver personalized experiences; and agents have access to a list of mobile-optimized, preprepared responses that facilitate interactions with consumers.
Businesses can align the chat interface with branding guidelines, including colors, fonts, etc. Also they can benefit from a mobile SDK for live chat. This integrates a native chat client into their iOS apps (Android coming soon).
Moxie’s 2014 Mobile Chat Shopping Experience Study used Survey Monkey. It polled 2,164 consumers across the United States. The online survey was conducted between July 10 and July 12, 2014. The margin of error is +/- 1.99 percentage points.
Moxie is an e-commerce consulting firm that anticipates what customers want. It connects and engages them through the entire digital journey across devices. Through Moxie’s solutions, companies have the ability to deliver the right engagement offer via the right channel to increase total customer value. More than 600 of the world’s leading brands in financial services, healthcare, high-tech, retail, and travel and hospitality rely on Moxie to build loyalty and drive customer conversion and revenue. gomoxie.com