Updated 10/25: The following blog is adapted from Bizrate Insights’ past library of white papers and guides that we’ve made publicly available. Enjoy!

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Does your customer support meet the expectations and preferences of the modern consumer?

Bizrate Insights surveyed over 2,000 online shoppers to learn more about how retailers can provide an ideal customer support experience.

Consumers Prefer Email and Phone Over Chat

When it comes to the preferred method of contacting support:






Preferred Methods of Contacting Support


12.6% prefer to contact a live agent via chat
9% prefer to contact via SMS
0.4% prefer to contact a chatbot

Preferred Methods
of Contacting Support

47% prefer to contact via email
31% prefer to contact via phone

Age demographics impact a shopper’s preference.

📞

38%
of baby boomers prefer phone

📱

23%
of Gen Zers prefer SMS

💬

Millennials
are more favorable to live chat than any other group







Live Agents vs Chatbots


14%

Live Agents Are Better Than Chatbots

Only 14% of shoppers say they are happy to chat with a bot if a live agent isn’t available.


🔍 Top Pain Points

What is your biggest pain point
when contacting an online retailer’s customer support team?

Long wait times
48%

Not getting the necessary help
18%

Unhelpful representatives
16%

Difficulty locating contact info
11%

⚡

Key Takeaway
Customers want to get in contact quickly and easily. Post your contact information in the footer of your site for easy access. Train your support team and incentivize it to be helpful and knowledgeable in every interaction.

Service

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Best Ways to Provide a Positive Experience

What are the most important elements of a great customer support experience?

39%
Knowledgeable Support Representatives

20%
Satisfactory Resolution

17%
Ease Of Communication

11%
Quick Service

10%
Courteous Support Representatives



Reasons for Contacting Support

What is the top reason you will reach out to a customer support department after making an online purchase?

30%
package tracking or shipment updates
26%
return a package
19%
difficulty with the website or checkout process
16%
customer service complaint
9%
inventory issues

Key Takeaway

Customers are most likely to contact your support team when they need help tracking a package or returning an item. Streamline your shipping process, offer tracking, and provide a simple return process to gain a competitive edge.

Reduce the Need For Customers Contacting Support

An easily accessible customer support team who are quick to provide courteous service is only half of the equation.
The right VoC software can help you predict and alleviate customer pain points before they reach out.

Contact Bizrate Insights today to learn more about how our Online Buyer Survey can help you access the insights you need to provide the best experience for your customers.

Bizrateinsights.com

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Source: Bizrate Insights Survey of 2,006 online shoppers conducted in March 2021.

For a PDF download version of this report: Download Now