Half of Brits Would Abandon Their Shopping Without the Right Communication with Customer Service Representative

December 30, 20153min

Interactive Intelligence Group Inc., a global provider of customer engagement, communications and collaboration software and cloud services, released research revealing nearly half the UK population (49 per cent) would consider abandoning their online shopping if the vendor or supplier did not offer their preferred method of communication. Nearly a third (30 per cent) of Brits admitted they had already halted an online sale from a vendor that did not offer this.

In the survey examining the buying behaviour of 1,000 UK consumers, nearly three quarters (74 per cent) said they would abandon their basket if a customer service representative was too slow to respond to them.

Dave Paulding, Regional Director, Interactive Intelligent, comments,

“Understanding your customer’s shopping habits is one of the fundamentals to a successful business. The research demonstrates how important it is to ensure you understand their preferences and offer the right channels for customer engagement. Best-in-class customer engagement has the potential to increase sales considerably.”

Nine in ten Brits have a preferred method of communication when it comes to communicating with a vendor, and email is the top choice with nearly half of Brits (48 per cent).

Traditional methods of communication have low popularity with only 16 per cent of Brits opting for the telephone and a further 16 per cent choosing in-person as their preferred choice of communication. Real time chat is the desired choice amongst five per cent, with only two per cent favouring social media and one per cent instant messaging apps.

“With more online shopping being carried out every year, the businesses that get customer engagement right will have an advantage over competitors. This will make a big difference to sales, particularly at this time of year,” Paulding says. “One channel fits all does not work today. Businesses need to ensure they can offer the same high standard of communication across every channel.”

About the Research

The research was carried out by Edelman Berland, an independent market research firm. It conducted an online study amongst a nationally representative sample of 1,000 British adults aged 18 and above. Fieldwork for the study was conducted between 20-23 November, 2015. The overall margin of error for this study was ±3.1% with a 95% confidence level.

Interesting links:


Interactive Intelligence

Interactive Intelligence

Interactive Intelligence Group Inc. provides software and cloud services for customer engagement, unified communications and collaboration to help businesses worldwide improve service, increase productivity and reduce costs. Backed by a 21-year history of industry firsts, 100-plus patent applications, and more than 6,000 global customer deployments, Interactive offers customers fast return on investment, along with robust reliability and security. The company gives even the largest organizations an alternative to unproven solutions from start-ups and inflexible solutions from legacy vendors. Interactive has been among Software Magazine’s Top 500 Global Software and Services Suppliers for 15 consecutive years, has received Frost & Sullivan’s Company of the Year Award for five consecutive years, and is one of Mashable’s 2014 Seven Best Tech Companies to Work For. The company is headquartered in Indianapolis, Indiana and has more than 2,000 employees worldwide.




Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.


CONTACT US

CALL US ANYTIME


UK Trademark UK00002648900

EUIPO Trademark 018131832

Contact Information

For article submissions:
Editor
Paul Ainsworth
paul@cxm.co.uk

For general inquiries, advertising and partnership information:
aleksandar@awardsinternational.com
Tel: 0207 1932 428

For Advertising and Guest/Sponsored posts:
jovana@cxm.co.uk

For Masterclass enquiries:
danilo@cxm.co.uk
Tel: +44 20 86386491

Customer Experience Magazine Limited
Company number: 12450532
International House, 24 Holborn Viaduct,
United Kingdom, London, England, EC1A 2BN

JOBS IN CUSTOMER SUPPORT

Find a job in customer support with Jobsora


Newsletter


weight loss: weight loss pills walmart calcarea carbonica for weight loss weight loss supplements for men cardio work out weight loss weight loss spell showzimee diet pills dna testing for weight loss chinese herbal diet pills water fasting weight loss results pickles for weight loss is jump rope good for weight loss turmeric benefits weight loss quick weight loss houston daily weight loss routine honey boo boo after weight loss weight loss stretch marks weight loss retreat california promedica weight loss hugo hurley reyes weight loss metabolic weight loss review weight loss alternatives diet pills for diabetes type 2 healthiest soups for weight loss indian weight loss diet plan protein drinks weight loss herb diet pills granger ncis la weight loss diet pills and high blood pressure ginger water benefits for weight loss benefits of oranges for weight loss weight loss clinic princeton wv weight loss heart rates pauline potter weight loss dukan diet weight loss stories athletes weight loss rapid weight loss pill jennie garth weight loss doctor rogers weight loss matthew hagee weight loss 20 lb weight loss anti anxiety weight loss weight loss motivation videos drink epsom salt weight loss diabetic weight loss program chinese green tea pills weight loss acetic acid weight loss lean diet pills lebron weight loss thai diet pills personalized meal plans for weight loss magic herbs diet pills couple weight loss ab slim diet pills hi tech weight loss pills to lose weight in 2 weeks good food for weight loss top fat burner supplement low carb weight loss meal plan best supplements for belly fat inova weight loss center

male enhancement: increase sex drive green lumber reviews how to lower your sex drive marijuana impotency how to have better sex for her lost my sex drive how to gain stamina in bed inside of penis itches nitric rush review most effective testosterone booster how big is a big dick t male reviews increase penis size naturally penis penis penis penis how to make your dick cialis 20mg vs viagra 100mg large hard penis penis smell bad how to get a thicker pennis naturally just the way you are tabs what does a pennis look like erection meds how can you enlarge your penis is it possible to increase penis size does penile exercises work extenze fast acting liquid review does exercise help you grow medications for ed ageless male gnc alpha pills free trial max success pills i have a big cock gnc male performance what is the best ed pill at what age do guys stop growing streach man biggest teenage penis thicker penis what is in viagra that makes it work boost pills l carnitine amazon top 3 male enhancement vitamins for seniors over 70 bigger cock pills what vitamins can be taken together pre workout erectile dysfunction how to maintain a hard on permanent penile growth girl grows dick forhims reviews foods that increase sexual stamina prescription erectile dysfunction drugs men penis image penis itching penile scar tissue penis size woman libido max red reviews testosterone side effects male male enhancement clinic near me erorectin reviews

cbd oil: cbd memphis 15 mg cbd oil the difference between hemp oil and cbd oil oil works odessa tx cbd concentrate syringe cbd life oil buy pure cbd oil delta 9 cbd cartridge review how do they make cbd oil gone green cbd oil cbd and ibuprofen together cbd chemistry cbd vape oil without propylene glycol best cbd companies 2019 cbd cream for sciatica irwin naturals cbd oil review cbd colon cancer cbd oil applied topically 500mg cbd oil review will you fail a drug test for cbd cbd for babies hbd oil hawaiian dream cbd isolate cbd cbd cannabis for sale cbd oil in fort worth cbd tar cbd for infection dvd shop melbourne cbd moving crest llc cbd oil cbd oil vaping benefits sauc cbd is cbd naturally in your body where to buy cbd vape juice do you need a med card to buy cbd cbd isolate with terpenes effect definition rat brain labeled definition of known define releive cancer urban dictionary cbd vape pen denver hemp oil vitamins miracle nutritional products cbd oil seven meaning best brand of cbd insomniac water bottle kore cbd oil wonder extracts cbd arrival does cbd oil help with alcoholism cbd oil on airplanes hemp cbd oil test positive sleep caps best cbd oil for rls adhd and cbd cbd oil causing more seizures does cbd have nicotine cbd vape oil benefits bodybuilding paxil and cbd oil

vape: vape side effects voopoo drag firmware download diacetyl free vape uwell crown v3 coils denton vape shop c8green ecig vape shops in phoenix smok alien kit amazon ideal vape vape battery types big clouds vape vape best juice medix vape e cigs vs vape vape inhaler voopoo drag 2 silicone cover lincoln vapor vape juice for beginners atomiser ecig voopoo device not showing on comuter flair ecig can you recover from vaping illness what it means if the button on my ecig flashes how to change to wattage mode on voopoo drag tortoise blood vape juice review e cigarette starter kit vapor best 18650 battery for vaping 2018 los angeles e cigarette study is vaping tobacco safe uwell crown wattage new vaping devices dripping atomizer starter kit vaporesso degree e cigarette wholesale manchester kangertech subox mini tank how to get more flavor from uwell crown box mod rda combo shatter stick vapor 3mg juice girly vape pen best vape tube mod cbd vape with thc e box vape head of vape rta for clouds e cigarette how to use starter coil price mr vape lancaster ca aspire revvo coil vandy vape govad rta smok nano one kit studio city vapor crown uwell 2 vs tfv8 tank best box mod for beginners voopoo mojo with uforce tank price premium vape supply coupon voopoo purple resin with tv12 kanthal wire kit voopoo vape 180w with uforce voopoo uforce u2 coil