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Shoppers want to chat with brands via mobile to ease online shopping

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A new study reveals that 64% shoppers now expect live chat to be available on mobile devices, and 76% would use it to ease shopping.

According to the study, by chat tech company Moxie, of 2700 UK and US shoppers found that there is a rising trend of live online chat for sales and support assistance. 77% of UK respondents stated that they would prefer to use live online chat versus calling to speak with an agent.

According to the study, consumers’ growing preference for online chat provides companies an opportunity to enhance the customer journey and increase customer satisfaction, specifically on mobile devices. In the UK, 67% of respondents reported they were satisfied or very satisfied with their customer support experience when shopping online, but the level of satisfaction increases to 88% when live chat is used on a mobile device.

“Today, people have their mobile phones with them at all times and they are primarily using them to research information, message family and friends and engage with apps,” says Nikhil Govindaraj, VP of products, Moxie. “Moxie Chat provides consumers with the fast and simple experience that consumers demand. Our customers now have the ability to design the chat experience to align with their brands and execute specific campaigns that resonate with a growing base of mobile device users.”

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