42244 3 3 econsultancy_xml <p>One interesting stat from the survey was that 44% of consumers have abandoned their shopping cart because they couldn't find answers to questions about the purchase or the product. </p> <p>In addition, 56% said that the ability to find information during the checkout process would be helpful when shopping online, and 42% wanted to be able to find the answers themselves, rather than having to wait for a response to an email query, <a href="/blog/1142-a-third-of-uk-companies-ignore-customer-emails">which can take a while</a> in some cases. </p> <p>In the UK, companies have been criticised for failing to provide <a href="/blog/965-firms-could-improve-customer-self-service">online self-service</a> for customers. A study of 125 major UK firms found that just 17% were providing acceptable customer self-service solutions. </p> <p> <strong>Further reading:</strong> <br /> <a href="/blog/1243-six-ways-to-improve-online-experience">Six ways to improve online experience</a> </p> <FormattedContent xmlns="http://www.e-consultancy.com/schema/formattedContent/"> <Paragraph>One interesting stat from the survey was that 44% of consumers have abandoned their shopping cart because they couldn't find answers to questions about the purchase or the product. </Paragraph> <Paragraph>In addition, 56% said that the ability to find information during the checkout process would be helpful when shopping online, and 42% wanted to be able to find the answers themselves, rather than having to wait for a response to an email query, <Link URL="/blog/1142-a-third-of-uk-companies-ignore-customer-emails" Window="New">which can take a while</Link> in some cases. </Paragraph> <Paragraph>In the UK, companies have been criticised for failing to provide <Link URL="/blog/965-firms-could-improve-customer-self-service" Window="New">online self-service</Link> for customers. A study of 125 major UK firms found that just 17% were providing acceptable customer self-service solutions. </Paragraph> <Paragraph> <Emphasis>Further reading:</Emphasis> <LineBreak /> <Link URL="/blog/1243-six-ways-to-improve-online-experience" Window="New">Six ways to improve online experience</Link> </Paragraph> </FormattedContent> 2007-05-29T15:03:00+01:00 0 1 econsultancy_xml <p> <strong>Providing customers with plenty of information during the buying process can help convert more browsers to buyers, according to a new survey of US web users.</strong> </p> <p>Harris Interactive's <a href="http://www.rightnow.com/pdf/Online-Retail-Report.pdf">Online Retail Report</a> (pdf) surveyed 2,873 US adults, finding that 48% of respondents have increased their online shopping habits. </p> <FormattedContent xmlns="http://www.e-consultancy.com/schema/formattedContent/"> <Paragraph> <Emphasis>Providing customers with plenty of information during the buying process can help convert more browsers to buyers, according to a new survey of US web users.</Emphasis> </Paragraph> <Paragraph>Harris Interactive's <Link URL="http://www.rightnow.com/pdf/Online-Retail-Report.pdf" Window="New">Online Retail Report</Link> (pdf) surveyed 2,873 US adults, finding that 48% of respondents have increased their online shopping habits. </Paragraph> </FormattedContent> false 1265 <p>Econsultancy's <strong><a href="http://econsultancy.com/reports/online-customer-service-buyers-guide-2009">Online Customer Service Buyer's Guide</a></strong> includes profiles of suppliers offering online survey tools.</p> <p>Econsultancy's <strong><a href="http://econsultancy.com/reports/online-customer-service-buyers-guide-2009">Online Customer Service Buyer's Guide</a></strong> includes profiles of suppliers offering online survey tools.</p> 363434 Online shoppers want more information false 2007-05-29T16:09:00+01:00 online-shoppers-want-more-information 2009-04-29T14:39:52+01:00 2009-10-13T09:05:26+01:00 578