The Great Expectation of Customer Service

Sep 10, 2013 11:37 AM  By

A recent survey of 6,000 online shoppers has found that the number one most important factor when it comes to defining and offering a positive ecommerce shopping experience all comes down to customer service.

In fact, according to this infographic from LivePerson, the top two most popular reasons for abandoning a shopping cart is because a shopper couldn’t find an answer to a question they had online, or it was too difficult overall to find online help.

So what can you do to improve your online shopping experience? According to the infographic below, 83% of shoppers want an issue resolved quickly, 59% want additional options in how to contact a brand online such as more live chat options, click-to-call options, and video chat.

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