Posts Tagged ‘online’

Abandoned shopping carts are costing retailers $$

December 12, 2012 Leave a comment

The holiday shopping season is upon us and some people like me prefer to do their shopping online to avoid the chaos in the malls and compare prices better. It is no surprise that Cyber Monday continues to see an increase in revenue. This year, online spending increased 17% as “consumers spent about $1.46 billion on so-called Cyber Monday, compared with $1.25 billion a year ago, making it the heaviest online spending day in history” (

I usually depend on customer reviews and my judgment of the product to make my purchase decisions so I never need to speak with a customers service agent.

However, research shows that “more than three-quarters of shoppers attempting to make an online purchase said they had been frustrated trying to obtain help when experiencing difficulty completing the purchase” according to national consumer panel survey sponsored by VHT. This same survey found that “about the same number said they had abandoned an online shopping cart due to frustration with getting the help they needed.”

“A majority of those surveyed said they would purchase more products from a website that allowed them to click or tap for customer service help.” and 75% would actually prefer such a site over the competition.

This means that online shopping retailers need to find ways to be more efficient with customers service as it is a major determinant of whether or not a customer completes a transaction, becomes a loyal customer, and shares positive word of mouth about the merchant. Especially now when they are trying to persuade shoppers to do so on mobile devices such as smart phones and tablets.


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