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Survey - Lack of assistance, engagement hinders e-commerce


Sunnyvale, Calif. - The number one reason why some consumers avoid online shopping is the lack of in-person assistance and proactive engagement from brands. According to a survey of 2,500 consumers about their online shopping plans and preferences for the upcoming holiday season conducted by e-commerce technology provider Moxie, 72% of survey respondents indicated that they want brands to proactively engage with them online, especially when they are struggling on a website.

Two out of three shoppers say if they were offered proactive engagement, they may do more of their shopping online. In addition, when running into an issue while shopping online, nearly 40% of those surveyed felt that each of the following would be equally helpful:

Receiving relevant information proactively offered by a website based on where the consumer is and what he/she is trying to do on a brand’s website;

Having the ability to connect with a brand representative via chat or video chat session to answer questions; and

Sharing screens with a brand representative to help complete a complex form or task.

This holiday season, the study shows that more than half of shoppers will conduct the majority of their holiday shopping online. Seventy-five percent respondents indicated that they plan to spend $200 or more and 25% plan to spend $500 or more, when shopping across devices (desktop, tablet and smartphones).

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