The Cost of Bad Online Experiences

The Cost of Bad Online Experiences

A Deciding FactorA 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 SoI’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 LimboLost in Limbo

Nearly three-of-five customers say they’ve e-mailed a company and never received a response.

Open TicketOpen Ticket

58% say they have failed to have an issue resolved in a single interaction.

Stages Where Online Assistance Is Most NeededStages 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 OpportunityFleeting 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 WebsiteTop 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 ExperienceTop 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%

CIO Insight Staff
CIO Insight Staff
CIO Insight offers thought leadership and best practices in the IT security and management industry while providing expert recommendations on software solutions for IT leaders. It is the trusted resource for security professionals who need network monitoring technology and solutions to maintain regulatory compliance for their teams and organizations.

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