The Cost of Bad Online Experiences
A Deciding Factor
84% of customers say a positive online experience with a company will lead them to trust and buy from the brand.
I’ll Wait a Minute or So
76 seconds is how long online consumers will wait to get help in real-time on a Website, before abandoning it for other sites.
Lost in Limbo
Nearly three-of-five customers say they’ve e-mailed a company and never received a response.
Open Ticket
58% say they have failed to have an issue resolved in a single interaction.
Stages Where Online Assistance Is Most Needed
When customers has a specific question about a product they want to buy: 42%, When they have trouble making a purchase: 35%, When they have a problem with a purchased product: 35%, When they want to make a complaint: 27%, When they can’t log on to their accounts: 26%
Fleeting Opportunity
45% will abandon a purchase because of a bad online experience, and 41% will go to an alternative Website, such as a competitor’s.
Top Reasons to Choose a Company Website
Ease of browsing and searching: 74%, A previous positive experience: 64%, Customer ratings and reviews: 50%
Top Engagement Drivers of a Consumer Online Experience
Being able to reconnect with the same agent who helped previously: 87%, Having a live chat with an agent: 87%, Having the option to switch from live chat to a phone call with the agent: 81%, Displaying how-to videos to address the question with the chat window: 79%, Sharing the screen with the agent: 78%
