Global survey reveals that 83% of consumers state a need for some form of support during their online shopping journey

  Global survey reveals that 83% of consumers state a need for some form of
                 support during their online shopping journey

LivePerson announces results of first annual Connecting with Customers Report

PR Newswire

NEW YORK, Jan. 30, 2013

NEW YORK, Jan. 30,  2013 /PRNewswire/ --LivePerson, Inc. (Nasdaq: LPSN) a
leading provider of intelligent engagement solutions, today announced the
release of the Connecting with Customers Report—a comprehensive global study
examining the trends in online attitudes and behaviors of consumers in six
different countries. The report revealed that 83% of consumers state that they
need some form of support during their online journey, and 59% of consumers
would like more options in how they connect with brands.

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The Connecting with Customers Report, commissioned by LivePerson and performed
by third party market research firm Loudhouse, surveyed over 5,700 online
consumers from the USA, UK, Australia, France, Germany and Italy to identify
changes in consumer behavior and how these changes have impacted online
preferences and customer expectations.

An executive summary and full copy of the report can be found in The Connected
Customer blog. 

The report highlights key trends in online spending and online customer
experience expectations. According to this study, 40% of consumers are now
spending as much online as they do in store. Furthermore, 71% of online
consumers expect to be able to access help when purchasing online within five
minutes and 51% will give up immediately or after just one attempt to seek
help before an online purchase is abandoned. In addition, the research
underlying the report indicates that 93% see real-time help as beneficial when
shopping online and 31% will take their business elsewhere unless help is
accessible immediately.

Key findings from the Connecting with Customers Report include:

  oSpeed of abandonment: 71% of visitors expect to be able to access help
    within five minutes when purchasing online, while 31% expect this help to
    be immediate. If this support wasn't forthcoming within their expected
    time frame, 48% state they would go elsewhere or abandon the purchase
    altogether – with the highest abandonment speed in the UK (58%) and lowest
    in Italy (39%).
  oOnline customer service expectations: Globally 83% of online users
    indicate that they need some form of support during their online journey,
    and 59% of global users would like to have more choice in how they contact
    online brands, expressing interest in real-time channels such as live chat
    (57%), click-to-call (34%), and live video chat (7%). When asked what
    makes a great customer service experience, the top three factors
    identified by consumers were getting an issue resolved quickly (82%),
    getting an issue resolved in a single interaction (56%) and dealing with a
    friendly customer service representative (45%).
  oReal-time differentiator: 93% of consumers see real-time help as being
    beneficial during their online customer journey, whether it's before,
    during or after their purchase process. 51% stated that they were more
    likely to purchase from a website if they could get answers via live chat,
    with particular demand for this channel in Italy (60%), the US (56%) and
    Australia (52%). Globally, 48% of consumers indicated that they are more
    likely to return to a website if live help is available.

Jeremy Sokolic, SVP of Marketing, LivePerson, states, "With consumers becoming
more adept and familiar with digital channels, they have come to expect the
same levels of help and customer service as they would in a physical store.
The research shows that consumers are quick to abandon a purchase and jump to
another website if they don't receive the assistance they want, in the
timeframe they expect. To drive conversions and really impact customer
loyalty, online businesses need to be able to derive insights from consumer
behaviour, identify the type and level of engagement that consumers require,
and respond accordingly."

The Connecting with Customers Report was commissioned by LivePerson and
created by independent research consultants, Loudhouse. The survey was
comprised of more than 5,710 online shoppers who had either researched or
bought products, or accessed customer services, from a range of different
websites. Consumers were surveyed from 6 different countries: USA (2012), UK
(1126), Australia (1002), France (538), Italy (530) and Germany (502).

About LivePerson
LivePerson, Inc. (Nasdaq: LPSN) offers a cloud-based platform that enables
businesses to proactively connect in real-time with their customers via chat,
voice, and content delivery at the right time, through the right channel,
including websites, social media, and mobile devices. This "intelligent
engagement" is driven by real-time behavioral analytics, producing connections
based on a true understanding of business objectives and customer needs.

More than 8,500 companies rely on LivePerson's platform to increase
conversions and improve customer experience, including Hewlett-Packard, IBM,
Microsoft, Verizon, Sky, Walt Disney, PNC, QVC and Orbitz.

LivePerson received the CODiE award for Best Content Management Solution in
2012 and for Best Ecommerce Solution in 2011, and has been named a Company of
the Year by Frost and Sullivan in 2011. LivePerson is headquartered in New
York City with offices in San Francisco, Atlanta, Tel Aviv, London and

For more information, please visit To view other press
releases about LivePerson, please visit

Twitter:  @LivePerson

Press Contact

Erin Kang

Kristen Everett
Zer0 to 5ive for LivePerson

Caroline Kitchin/Zoe Bevis
Octopus Communications for LivePerson
+44 (00) 845 3700 655

SOURCE LivePerson, Inc.

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