The Cost of Bad Online Experiences

By Dennis McCafferty  |  Posted 12-26-2013 Email

You'd think we would have the online shopping thing down pretty well by now, wouldn't you? Apparently not, according to a recent survey from LivePerson. Companies are losing sales opportunities every day due to their failure to establish a positive, interactive experience, findings show. And the manner in which organizations treat shoppers when they need to ask a question about a product—or simply can't log in—remains a primary culprit. The remedy? Deploy online solutions and tactics that enable service agents to make meaningful, engaging connections with customers. "The digital era is massively de-personalizing," says Anurag Wadehra, chief marketing officer at LivePerson. "Therefore, anytime brands can engage their customers with a more personalized, human touch, it makes a meaningful difference. No matter how connected today's consumers are, they still crave real-time, human communication with brands online. And they want it on the go, from the channel they are in." Nearly 6,055 global online consumers took part in the research. For more about the survey, click here.

Dennis McCafferty is a freelance writer for Baseline Magazine.


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