Reinventing Retail: How tech is changing the face of customer service
"Retailers and service industries that can deliver what customers want ...will come out of the pandemic in a stronger position."
Our research shows failing to meet customer needs and expectations is costing business dearly
New research reveals $3.17 billion dollars of 'abandoned' online purchases - LivePerson
Top 3 reasons for abandoning a purchase at checkout - LivePerson
Customers have had bad experiences over the last few months and are demanding more
- 55% say the customer service of most companies could improve - LivePerson
- 40% will avoid picking up the phone to speak to a company if they can - LivePerson
- 35% haven't been able to find the information they need from a company's website - LivePerson
- 27% have been on hold too long - LivePerson
- 25% haven't been able to get the answers they need - LivePerson
A physical retail presence remains important, but digital customer service is the future
- 86% say a physical storefront is important to them when making a retail purchase - LivePerson
- 72% of Aussies say concerns about COVID-19 make them worried about shopping instore - LivePerson
A physical retail presence remains important, but digital customer service is the future - LivePerson
Conversations via messaging channels have more than doubled since the start of the year
- 21% more conversations completed solely by an agency in Australia since May - LivePerson
- 2x more messaging conversations compared to January - LivePerson
- 66% of all conversations involve AI - LivePerson
When asked ‘which of the following should retailers provide more of’ people said:
- 41% employ more locally-based customer service agents that have local knowledge - LivePerson
- 34% improve the range of communication channels available - LivePerson
- 25% provide curb-side pickup options - LivePerson
“The positive takeout for retailers is that those who can crack the code to their customers’ contentment will come out stronger for it.”