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."

Download the report here

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.”