29 January 2015
Mobile shopping boosted by Website Chat Software
One of the biggest trends of the last 2 years has been the huge increase in consumers using their mobile phones and tablet devices to transact and make purchases. The launch of the iPhone in 2007 revolutionised the way we use our mobile phones and spawned the term ‘smartphone’.
The launch of the iPhone in 2007 revolutionised the way we use our mobile phones and spawned the term ‘smartphone’. Since then, mobile ecommerce has not looked back and websites and ecommerce stores have changed the way they operate to accommodate the mobile phone in every way possible.
Mobile phone usage has mushroomed worldwide and while exact figures are not entirely robust it is widely believed that there are in excess of 7 billion mobile devices on the planet!!
Mobile ecommerce is here to stay.
Approximately a quarter of all online transactions are now carried out via mobile devices and this figure will continue to increase as the predicted demise of the traditional desktop slowly becomes reality.
This increase in mobile transactions online presents a challenge to traditional customer service models. The opportunity to provide good customer service and ensure an online transaction stays with your business is challenging when a user is using a tablet or mobile smartphone. Research suggests that 42% of users will abandon the transaction if a query is not dealt with very promptly. If a user is already browsing using their mobile phone and you have an expensive 0845 number for phone support, the opportunity to complete the sale may be lost. Website chat software, opening up an instant two-way conversation with your customer, can immediately solve this problem – providing instant support at no extra cost to the customer.
What’s more, providing good customer support via website chat software is likely to lead to positive feedback via social media and reviews for your business. A staggering 89% of customers say they will not use a company that provides poor customer support. In an online world increasingly dominated by the mobile phone, poor customer support can be perceived as being unable to engage with customers instantly or solve a query within seconds. The Website Chat Widget is now available at very affordable prices for businesses looking to bridge that gap.
If you’d like to review your online customer service processes and get a quote for website chat software on your site, speak to Click4Assistance – click here for further information