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Self-service - a rising demand trend

Companies and brands need to understand and adapt with changing customer preferences.
Companies and brands need to understand and adapt with changing customer preferences.

Compared to the trend of a few years back, customer self-service has emerged as a much preferred option by the potential client market for online buying. The current customers are now interested in browsing and searching for the product details and information by themselves, and prefer to make their buying decisions through self service convenience.

But the problem resides in the fact that around 52% of probable online buyers experience a setback because of the lack of required information and product details. That means that of the total 72% that venture online for self service, 52% remain unsatisfied due to a shortage of needed information. These statistics demonstrate the huge loss that brands experience because of their failure to provide the market with suitable self-service support.

Changing Client Preferences

Customers want to interact with their choice brands at all times and prefer to resolve their own issues and find appropriate answers to their problems on their own. Brands need to recognize this shift in customer needs and ensure the provision of services which facilitate customers’ desire to engage in self-service activities.

Eye Opening Statistics

Research shows that about 45% of customers in the U.S. market exhibit a high probability to abandon their chosen online purchases in their online shopping cart if they are unable to find suitable answers to their questions.

Web self-service usage has seen a rise of around 12% over the past couple of years, while around 19% of customers utilize Twitter for client service support.

Statistics show that the space for web self-service has grown from an amount of around $600 million, to a staggering $1 billion, in the short time period of one year, from 2011 to 2012.

Surveys and studies show that customers require round the clock assistance from companies and naturally prefer a brand which offers them the required assistance at their time of need. Clients are more likely to opt for a brand which offers them quick and helpful responses, to help them address their problems on their own. A certain portion of the client segment requires assistance for self-service outside the usual sphere of everyday normal business hours.

The evolving customer wishes to engage in self-service and easily gain information about their desired product, check accounts, make purchases and resolve any issues they might have on their own. Brands which either do not offer easy access to information, or lack the required data completely, tend to disappoint and discourage potential customers from making online purchases. This tends to have a major impact on their sales ratio.

A difficult buying process and lack of needed information tend to dissatisfy the customers by presenting hurdles in their objective of self-service for online purchases. It is essential for a company which wishes to increase its client base, and ensure a satisfied customer segment, to provide services which assist their customers to easily engage in self-service.

Brands need to understand the changing customer preferences and ensure assistance to help them successfully resolve their issues on their own.

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