Study: Shoppers Ready To Bail In Five Minutes Or Less

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In a new study of how much help shoppers feel they need in their online path to purchase, LivePerson, Inc. reports that retailers have less time than they think to make the sale. Tracking 5,700 consumers in six different countries, the company found that 83% of consumers say they need some form of support, and 59% would like more options.

About 4 in 10 say they now spend as much time online as they do in store, and 71% expect online help within five minutes. Of those, 51% say they will give up on the purchase immediately or after just one attempt to seek help before an online purchase is abandoned. Some 93% like real-time help.

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2 comments on "Study: Shoppers Ready To Bail In Five Minutes Or Less".

1. Jimmy MacKinley from Zaptap
   

   commented on: January 31, 2013 at 10:39 a.m.
   Great post. Retailers need to keep customer's engaged and happy in their brick & mortars. Introducing mobile tech into the experience is always a great way to bridge the gap. blog.zaptap.com ;)
2. Leslie Singer from SingerSalt
   

   commented on: January 31, 2013 at 4:54 p.m.
   Interesting. I have found that, from Ikea to Bloomingdale's to Kohl's, its increasingly difficult to find sales help in-store. Personally I have walked a way from purchasing saying, 'f*** it - I'll deal with it online'. Cost savings by having less staff might be having a bigger impact on bricks and mortar than assumed.

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