UK consumers demand access to real-time help in 71 seconds / LivePerson

Online retailers need to provide real-time, human-touch to win and retain customers

Reading, 20^th November 2013 – LivePerson announced the results of its annual consumer research, which revealed that consumers are largely unsatisfied with the level of customer service they are receiving from brands online. 67% of consumers shopping online have emailed retailers for support and not received a response and, in 64% of cases, issues remain unresolved after the first interaction with a brand. 60% of consumers have also reported that conversations to solve individual issues are often dealt with by numerous representatives, according to the findings of the second annual Connecting with Customers Report, commissioned by LivePerson.

The Connecting with Customers Report surveyed over 6,000 online consumers from the UK, USA, Australia, Japan, France, Germany and Italy to identify how a change in consumer behaviour is leading to a gap between the expectation of online service levels and the reality of what organisations are currently delivering. Download the full report here

The research reveals that, when it comes to online customer service expectations, the window to win or lose brand loyalty is a mere 71 seconds. Consumers expect access to real-time help within this timeframe, and if they don’t get it, they choose the slower, more frustrating option of email or abandon the site entirely.

Gone in 76 Seconds – The Window of Customer Loyalty http://t.co/0ObOu1ouPN via @sharethis

— Will Corry (@slievemore) November 20, 2013

Key findings from the Connecting with Customers Report include:

• Consumer frustrations: 66% of consumers find websites difficult to navigate, with 41% struggling to seek help or locate customer service. The results of a poor online experience can be substantial according to the research, with almost half (47%) of consumers feeling a loss of trust; and 38% not feeling valued as a customer.
• No substitute for human touch: More than 80% of consumers want to engage in live chat sessions when they need help online, and 89% said that real-time chat with a live agent makes their experience better when they need help online. Approximately one in five (19%) say they’d abandon a purchase if it wasn’t possible to communicate with a company representative via live chat if they had question or problem.
• Speed is non-negotiable: 78% of consumers cite immediacy as crucial when communicating with a brand when they have a question or need assistance. In addition, 65% of respondents indicated they would return as a customer in the future if a company saved them time.
• High impact moments: The most critical moment in the customer journey where assistance is needed is when a consumer has a specific question about a product or service they want to buy (42%). At the pre-purchase stage, a third (33%) of respondents said that they need assistance most when having trouble logging into an account. The actual moment of purchase is another high impact moment with 44% of respondents saying that they need help or support at this stage.

Tony Heyworth, International Marketing Director of LivePerson, comments: “Despite living in a digital world, where information or purchases are just a click away, it remains clear that there is no substitute for the human touch and, most importantly, that help is offered quickly. Providing customer service options that facilitates live, digital engagement between brands and consumers is not only effective in driving revenue, but it also increases brand value and loyalty encouraging customers to return to purchase in the future.”

Download the full report here

Methodology

6,054 online interviews were conducted with adults aged 18-64 who make an online purchase at least once a month. Interviews were carried out across UK, France, Germany, Italy, Japan, USA and Australia during September 2013. Research was conducted by Loudhouse, an independent research agency based in London.

About LivePerson

LivePerson, Inc. (Nasdaq: LPSN) offers a cloud-based platform that enables businesses to proactively connect in real-time with their customers via chat, voice, and content delivery at the right time, through the right channel, including websites, social media, and mobile devices. This “intelligent engagement” is driven by real-time behavioural analytics, producing connections based on a true understanding of business objectives and customer needs.

For more information, please visit www.liveperson.com. To view other press releases about LivePerson, please visit pr.liveperson.com.

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