71% of online consumers expect to be able to access help within five minutes, and 48% will take their business elsewhere unless this help is forthcoming within the expected timeframe, state the findings of the Connecting with Customers Report, commissioned by LivePerson.
The 2013 Connecting with Customers Report surveyed over 5,700 online consumers globally to identify how a change in consumer behavior is leading to a gap between the expectation of online service levels and the reality of what organizations are able to deliver.
Key findings from the Connecting with Customers Report include:
• Speed of abandonment
• Customer service expectations
• Help seeking behaviors
• Chat on demand
Download the full 2013 Connecting with Customers Report to really understand what consumers want from online retailers.