Online Holiday Shopping: Who’s Doing It the Most This Year?

We surveyed over 10,000 adults, a cross section of the US, to see not only who is buying online but how much of their budget they intend to spend. One of the biggest surprises is that the generation that is more plugged into the internet than any other (18-24), is doing the least amount of shopping online. Perhaps they prefer shopping in stores or still believe the guy in the red suit will take care of everything. On the other hand, their time-strapped parents are the demographic that is going to do the most shopping online.

As we get closer to Black Friday, there will be no shortage of digital ads trying to get consumers to do all their shopping online.  Yet there is very little data on which consumers are actually buying online. Until now.

We surveyed over 10,000 adults, a cross section of the US, to see not only who is buying online but how much of their budget they intend to spend.  One of the biggest surprises is that the generation that is more plugged into the internet than any other (18-24), is doing the least amount of shopping online.  Perhaps they prefer shopping in stores or still believe the guy in the red suit will take care of everything.  On the other hand, their time-strapped parents are the demographic that is going to do the most shopping online.

For the full scoop and even insights on how to use this information, click here to see the full size image

velaro-holiday-infographic-preview

Top 5 Reasons Your Customer Service Needs Live Chat

No matter how recently you’ve redesigned your website, there is always a long list of changes that you want to add. There’s only so much time and money (not to mention battles with the tech team) that you can spend on improving your site. So what’s really going to make a tangible difference?

No matter how recently you’ve redesigned your website, there is always a long list of changes that you want to add.  There’s only so much time and money (not to mention battles with the tech team) that you can spend on improving your site.  So what’s really going to make a tangible difference?

If you don’t currently have live chat on your site, adding it will have the biggest, immediate impact.  Here’s why:

  1. Users expect sites to have live chat applications.   A few years ago, having live chat software was a nice feature.  Now users expect to have it, particularly when they are shopping on e-commerce sites.   With the popularity of social media, online consumers expect an interactive experience and answers right away.  A website without live chat service is just a digital brochure.
  2. Live chat squeezes more return from new visitors to your website.  You may be spending $10 or more to get a qualified customer to visit your site. If they’re confused on your site, chat enables you to proactively reach out to them before they get frustrated and leave.  With live chat software, instead of complaining about your site they are raving about your great service to their friends.
  3. Live chat gives visitors a variety of ways to communicate with you.  Not everyone wants to wait for an email response to a question and for those who want an immediate response, phone isn’t always the preferred method.  In our texting-obsessed world, many users are more comfortable communicating via text or typing than by talking on the phone. Without a headset even users that like talking on the phone may have a hard time talking to your agent and simultaneously entering data on the site.  If you do not offer a chat option, you may lose a potential new client.
  4. Your support staff works more efficiently with live chat.  A Customer Service agent can only help one person at a time on the phone. Chat allows agents to handle up to four clients simultaneously, exponentially increasing their productivity.
  5. Live Chat software can reduce shopping cart abandonment.  When users are asked to enter their credit card information, they aren’t going to press the “buy” button unless they have all of their questions answered. Having a chat button on your shopping cart gives the user an easy way to get any last minute questions answered.

Interested in trying out?  You’re in luck.  We just rolled out our self-service live chat solution and you can try it right now for free.