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Survey: This online service option boosts customer experience

Online retailers should strongly consider implementing voice chat if they have not done so.

According to a recent study of online shoppers, customers who interact with customer service via chat are 12% more satisfied. They are also 14% more loyal, and 15% more likely to recommend the retailer compared to the average customer who contacts retail customer service.

The study of 500 online shoppers from omnichannel solutions provider Radial Technologies and customer satisfaction measurement firm CFI Group also found that 25% of all online retail customers say that they had used chat at least three separate times when placing an online order over the past 12 months.

In addition, 43% of the respondents said they are more likely to purchase from a retailer that provides a live chat option during the purchase process.

The study also examined other trends in omnichannel retail. Some notable responses include:

• 61% of respondents said they had opted for in-store pickup at least once over the past 12 months.
• 31% of respondents said they had used in-store pickup three or more times during that period.
• 77% of respondents expect ship to store items to arrive at the selected local store within two days.
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