Would you let 4000 customers a week pass through your store with no customer service agents available to help guide their purchasing decision?
An Asia-Pacific insurance company recently reported that they record over 4000 online customer transactions a week with only 20% of these resulting in a purchase. Of the remaining 80% , a small portion may account for lost sales due to comparative browsing, but the majority are, in fact, a hidden opportunity.
More than 75% of consumers desire more proactive communications from organisations. A Forrester study, Customer Experience Online Survey, 2013 , revealed that 52% of customers will abandon online purchases if they can’t find a quick answer. Live multi-channel interactions along with detailed profiles and buying behaviours of your customers is what will help convert the remaining 80% of ‘wanderers’ during the browsing stage of the buying cycle. With the competitive landscape for customer loyalty heating up, understanding that your customers expect effortless yet engaging service is crucial and must be considered in the customer experience journey you provide.
An intelligent approach to online customer experience will help your business take advantage of the opportunity offered by sales abandonment.