Online retailers in the dark about 'vampire' shoppers
Latest research by Yonder Digital Group reveals that online retailers are failing to provide customers with CX at key shopping time
By: Yonder Digital Group
To take the pulse of the level of CX UK shoppers are enjoying from the 100 most popular online retailers, Yonder Digital Group (https://yonderdigitalgroup.com/
TIME OF DAY
TOTAL 18-24 25-34 35-44 45-54 55-64 65 and older
Between 6am and 1pm 13% 4% 10% 12% 17% 17% 18%
Between 1pm and 6pm 34% 26% 34% 32% 31% 37% 43%
Between 6pm and 8.30pm 27% 40% 30% 29% 23% 24% 21%
Between 8.30pm and 10pm 20% 22% 20% 22% 22% 18% 14%
Between 10pm and midnight 5% 7% 5% 4% 6% 3% 3%
After midnight 1% 2% 2% 1% 1% 1% 1%
Chris Robinson, Yonder Digital Group CEO, comments, "Online retailers are clearly missing a trick here; a large, and growing, segment of the shopping population is being completely overlooked and cannot access live agent support online or over the telephone at the critical time when they are filling their virtual baskets and taking them to check-out. Any unusual queries such as those relating to bulk-buys or repeat purchases are likely to not be covered by automated CX systems leaving shoppers in the dark. Failing to find the help they need, these shoppers will simply turn elsewhere and purchase from a competitor that does provide them with timely support."
"Online retailers don't necessarily need to provide live agent support round the clock to solve the problem and rescue those abandoned baskets, but what they do need is to carry out thorough analysis of their customer data and understand when there are peaks in demand for live agent support. By understanding the customer journey to purchase better, online retailers will be able to strategically plan which resources to deploy and when they are most profitable, thus improving customer satisfaction and growing revenues."
To read the full report please click here: https://yonderdigitalgroup.com/
About Yonder Digital Group
Yonder Digital Group www.yonderdigitalgroup.com leverages over 20 years operational experience in outsourced contact centre delivery and technological innovation. We service clients across a range of industries with our 24/7 omni-channel approach rooted in expert analysis of customer behaviour and optimising returns from every brand touchpoint.
Yonder boasts 700+ advisor seats across two UK centres-of-excellence in Bristol and Ipswich powered by cutting edge technology, data analytics, tools and insight, helps its clients to create seamless brand interactions, meaningful and memorable contacts across multiple channels and to drive a measurable ROI alongside uplifts in revenues and customer satisfaction.