Contact Center Solutions Featured Article

Live Chat on Mobile Devices: A Must for Online Shoppers

October 09, 2014

Providing insight into consumers’ online shopping journeys, the Moxie 2014 study indicates that a large majority of customers expect live chat to be available on their mobile devices for sales and support assistance while they shop online.

Andrew Mennie, ‎vice president and general manager, EMEA at Moxie noted that “By providing a service that can enable customers to have their queries answered quickly and effectively, retailers could see shopping cart abandonment decrease and conversion rates on the up.”

Moxie’s study surveyed more than 2,700 U.K. and U.S. residents about their online and mobile shopping habits.  While 67 percent of U.K. respondents reported they were satisfied or very satisfied with their customer support experience when shopping online, the level of satisfaction increases to 88 percent when live chat is used on a mobile device.

That being the case, Mennie failed to understand why this popular and potentially useful tool was often overlooked by retailers.

The study also threw up some other interesting details. Men use mobile devices more than women to make daily and weekly purchases online. The pacific region seemed to have the most active online shoppers in the country and Millennial men were becoming the new power shoppers.

Two points emerge from this study: clearly online shopping and live chat support go hand in hand; online shopping is on the rise and the absence of top-notch service and support will cost companies dearly.

“Getting online customer service wrong is plain bad business and is costing companies real money,” observed Mennie.

Moxie Software claims that its Moxie Chat addresses the needs of customers across their online journey and is an add-on feature for existing customers, available immediately.

Capable of integrating with multiple customer engagement channels, it allows businesses to engage with customers on the channel of their preference when they want. Mobile Chat supports mobile best practices across all desktops, tablets and smartphones.

Its mobile optimized features for the enterprise help agents to deliver personalized experiences during chat sessions while facilitating interactions with consumers. It also gives enterprises a branded experience by allowing them align the chat interface with branding guidelines. Enterprises also benefit from a mobile SDK for live chat, which integrates a native chat client into their iOS apps.

Moxie Software claims to be changing the way e-commerce is done by anticipating what customers want, giving it to them when they want,  making online shopping convenient, pleasant and hassle-free for shoppers and enterprises alike. 

Edited by Maurice Nagle