Survey: 62% of shoppers want live chat with brands on mobile devices

Sunnyvale, Calif. -- Sixty-two percent of consumers expect live chat to be available on mobile devices, and 82% would use it, according to a new study commissioned by Moxie Software. Seventy-five percent of survey 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. Seventy-two percent of respondents reported they were satisfied or very satisfied with their customer support experience when shopping online, but the level of satisfaction increases to 92% 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,” said Nikhil Govindaraj, VP of products, Moxie.



Additional insights from the study reveal the following trends:



• Holiday shoppers expect superior service and live chat: consumers who plan to make purchases on mobile devices this holiday season expect top-notch service and support. Sixty percent of consumers abandon their online shopping carts and never make purchases from an online retailer again if they experience poor customer service.



• Men shop often on mobile devices: Twice as many men than women surveyed make daily purchases online and are making more weekly purchases as well;



• Millennial men are active online shoppers: Millennial men are becoming the new power shoppers, and those living in the Pacific region (California, Oregon, Washington, Hawaii and Alaska) are among the most active online shoppers in the nation.