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Simplr State of CX Holiday Shopping Study Reveals Gaps in Digital Customer Service: 65% of Ecommerce Brands Offered No Pre-Sale ChatSAN FRANCISCO, Jan. 19, 2021 /PRNewswire/ -- During the 2020 holiday shopping season, where the importance of high-touch customer service was arguably never higher, many ecommerce brands failed to deliver on basic digital CX: 64% of brands did not even allow customers to conduct a pre-sale live chat on their site, according to Simplr's State of CX Holiday Shopping Study. Meeting online customers in the moment is as important as greeting in-person customers at the door and the data points to the importance of the human touch: only 4% of chatbot "conversations" gave the customer an answer to their question without human intervention. Simplr, a human-first, machine-enabled customer experience solution, partnered with Sinclair Metrics to measure over 650 ecommerce businesses during "Cyber 5" (Black Friday through the day after Cyber Monday). The findings represent 1,950 pre-sale customer service interactions via live chat and email during the peak browsing hours of 5pm-12pm EST. "While production and shipping delays are often not in a brand's control, providing timely, empathetic customer service certainly is," said Eng Tan, CEO and founder of Simplr. "Yet this study demonstrates the majority of brands didn't seize that control. Instead, they served up customer neglect on their websites that would rarely happen in a store, making it that much harder to earn trust, and revenue, from today's NOW customers who expect brands to do better." Chat's potential for customer neglect
Live chat matters to consumers. Of chats that offered human interaction, 75% of consumers reported feeling understood and supported and/or appreciated and engaged, "like they really cared about me." Only 15% reported feeling neglected or disappointed, "like they didn't care enough or know how to support me." Conversely, 91% of consumers in the study rated chatbot experiences with no human intervention as "poor" or "very poor." Revenue impact While customer neglect costs a company in missed revenue, the study showed considerable benefit to the 40+ brands that did offer exceptional chat experiences, including Daily Harvest, J. Crew and YETI. Consumers in the study that had an exceptional experience with live chat said they were "very likely" to recommend the company to friends and family and would "most likely" repurchase from the brand again. Click here for more information on the Simplr State of CX study. About the Report About Simplr View original content to download multimedia:http://www.prnewswire.com/news-releases/simplr-state-of-cx-holiday-shopping-study-reveals-gaps-in-digital-customer-service-65-of-ecommerce-brands-offered-no-pre-sale-chat-301211179.html SOURCE Simplr |