According to Salesfloor’s 2016 Omnichannel Retail Associate Study, as the number of consumers shopping online continues to grow, retailers are struggling to replicate the service they provide in store into their e-commerce sites, says the report. Shoppers are noticing this gap in the human element of customer service between online and brick-and-mortar shopping, signifying a need for retailers to change how they service online customers. This study shows how associates need to be part of the omnichannel shopping experience. The study findings are replicated here.
Live chat and suggested complementary products are the top two online customer service features that will result in shoppers buying more from a retailer over time, according to the respondents.
The Online Customer Service Feature That Will Result In Buying More Through That Retailer Over Time
Service Feature % of Respondents
Suggested complementary products 28.73%
Expert advice from sales associate 20.91%
Email support 17.82 %
Source: Salesfloor, September 2016
Online Shopping Sentiments
Q & A With Respondents (Salesfloor, September 2016)
If you could shop online with the help of a sales associate, would you?
When shopping online do you find it helpful to see product recommendations, preferences and insights from sales associates to decide on purchase?
How often do you seek out the help or recommendation of a sales associate?
After receiving product recommendations from a sales associate, how likely are you to consider buying that product
And, says the report, 77% of shoppers are more likely to make a purchase from a sales associate who has helped them before. Salesfloor continues:
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