Online shopping is continuing to grow in popularity. With more individuals owning smartphones and tablets, purchasing items with one click can also be done on-the-go. Holiday shopping season is in its early stages but a recent survey showed that more consumers are turning to the internet for their buying needs.
Since more customers are expecting instant gratification when it comes to the shopping experience, companies need to ensure that the same outcome happens when an individual needs information from a representative. Using website customer support in addition to a live answering service will ensure that shoppers can have questions answered through whatever form of communication is convenient to them.
A recent survey from Pricegrabber found that 46 percent of consumers plan to shop in brick-and-mortar stores this holiday season, which is two percentage points lower than last year. Additionally, 62 percent said they plan to make their purchases online with 32 percent opting to physically walk into a store for the final decision.
Mobile shopping is also on the rise, with 16 percent of respondents admitting to sifting through possible buys on their smartphone, an increase from 13 percent in 2011.
"Online and mobile shopping allows consumers the ability to monitor prices and to shop around the clock," Rojeh Avanesian, vice president of marketing and analytics of PriceGrabber.com, said in a company press release. "Today's busy and money-conscious consumer is looking at these channels as go-to options for finding the best deals during a frenetic period like the winter holiday season."
American shoppers are adapting to the technological push. With online options becoming easier, the human interaction level is decreasing. However, that does not need to be the case when it comes to quality customer service. When a business uses a 24 7 answering service, they can rest assured that consumer needs will always be met with a professional and helpful response.