Moxie: 62% of users need to use online chat services when shopping on mobile

According to a survey by Moxie Software, 62% of users want to use mobile chat rooms on their phones, and 82% are willing to use the tool to communicate. 75% of the users surveyed said they would rather use online chat rooms than call sales staff.

Users’ preference for online chat rooms provides companies with an opportunity to enhance the user’s path to purchase experience and help improve user satisfaction, especially on mobile terminals. 72% of respondents said they were very satisfied or satisfied with their online shopping customer service experience, but if online chat room functionality could be added to mobile terminals, satisfaction would increase to 92%.

Holiday shoppers have high service expectations and want chat consultation services: if they encounter a poor customer experience, 60% of users will abandon shoppers and never buy items from the same retailer again; in addition, men are more likely to shop on their mobile phones: in terms of daily or weekly frequency, the proportion of men shopping on their mobile phones is twice that of women.

Via: chainstoreage