Customers in the UK are likely to spend more money buying online if web-based retailers give them better customer service, according to the survey by Swedish firm Avail Intelligence. The online survey was conducted between June 29 and July 1 to 2,107 adult consumers.

Here are the rest of the firm’s findings:

  • 35% of respondents would buy online if supported by a better customer service like product advice and recommendations
  • 30% of respondents prefer shopping in brick-and-mortar stores
  • 47% of respondents would rather go to a store than shop online because stores offer better customer care
  • 35% of respondents say the reason why they choose physical store visit is because sales associates give more advice and support than online retailers.

In all, the survey clearly shows that customers will consider shopping on the Internet if they experience the same kind of assistance offered in a physical store. Customer service, whether through inbound call center or live chat, is fastly becoming a necessity to succeed in the ever-changing marketplace.

Source: Avail Intelligence


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