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.