Page 26 - How Top Merchants Create the Best Customer Experience

26 CUSTOMER EXPERIENCES DRIVING CONVERSION

HOW TOP MERCHANTS CREATE THE BEST CUSTOMER EXPERIENCE

A good customer CONSUMER INSIGHTS
service interaction Thinking about the customer service interactions you have had with

impacts retailers over the past year, after which types of interactions are you
most likely to make an online purchase? (Select top three.)
conversion

49%
43%
33% 30%

20%
14%
8% 5% 4%

Email Live chat Phone General Text Live chat In-store Virtual Tweet to
(with a call with in-store (with a appointment appointment customer
human customer interaction chatbot/ with service
being) service automated associate
system)

Digital Commerce 360 survey, 1,108 online shoppers, January 2022

lfreedman@digitalcommerce360.com

RETAIL

COMMERCE 360 ©Copyright 2022 Digital Commerce 360 & Vertical Web Media LLC. All rights reserved.