In a recent survey conducted by Contact Solutions, researchers found that mobile shoppers want more contact than many retailers are currently giving them. Based on study results, nearly three-fourths of shoppers said they would use mobile applications that offered a live chat option to users.
The survey points out that many consumers would like more enhanced forms of contact with retailers and brands via mobile channels.
“To start meeting the needs of customers, retailers must develop a strategy that provides consumers with a positive, interactive engagement with the brand,” says Kimber Johnson, Managing Director of Pacific App Design. “While mobile applications have been a great way to access information, retailers need to see apps as more of a two way communication tool.”
The survey goes on to detail other findings that support this conclusion, such as the feeling many shoppers had they can’t solve problems via mobile.
“Proactively acting to offer the shopping experience that consumers are looking for will set brands apart from their competitors,” concludes Mr. Johnson.
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