85% Of Shoppers Unlikely To Go Back After A Bad Mobile Experience; 95% Want Issues Resolved On First Try 

mobileAs more people research and purchase via mobile, an increasing number of those shoppers are looking for direct help from the companies they are dealing with.Unfortunately, when mobile shoppers look to find contact details to get help in their purchase, many of them come up short and end up cancelling the transaction.More than half (53%) of consumers use mobile phones for product research on products or services before buying them, based on a new study.That number has remained relatively steady over the last year.The study comprised a seven-country survey of 8,000 consumers who have used a mobile device for communicating with a company regarding a purchase of a query. It was conducted by Vanson Bourne for BoldChat by LogMeIn.Numerous studies have shown that many consumers regularly visit a company’s Web site or mobile app in the course of shopping. Many of those consumers are looking for answers. When visiting a site or app, here’s what consumers are doing frequently or almost always:67% — Type a question into a search engine58% — Look for ways to contact a person53% — Look for FAQ or other self-help50% — Look for customer reviews31% — Look for video content

Source: 85% Of Shoppers Unlikely To Go Back After A Bad Mobile Experience; 95% Want Issues Resolved On First Try 08/11/2016

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