Over three quarters of online British adults would find it helpful if a brand proactively engages with them when struggling on a website
SUNNYVALE, Calif., June 2, 2015 – Newly released results from a study commissioned by Moxie Software, Inc., a leader in digital engagement across the customer decision journey, reveals that 60 percent of British adults expect to book travel online in 2015 and that over half of those, 56 percent, would book travel online more often if companies offered assistance on their websites.
Harris Poll conducted the online study in December 2014 on behalf of Moxie TM and surveyed more than 1,000 British adults about their actions, attitudes, and opinions. The study data sheds light on consumers’ needs for proactive engagement and assistance when making travel arrangements online. For instance, the study shows that 70 percent of British adults who booked travel online in the past 12 months believe that having the option to connect with a company representative via live chat would be more personal and effective when trying to complete a travel specific task.
Moxie’s travel study also identified that over three quarters, 77 percent, of British adults would find it helpful if a brand proactively engages with them when they are struggling on a website (e.g. error message on a payment/checkout page). This preference for assistance was found across adult age groups with younger adults age 18-34 (85 percent), and those aged 45 and older (71 percent) all demonstrating the preference.
“People of all ages are turning, in increasing numbers, to the web when researching holiday destinations and making bookings.” said Suzy Epps, Head of Travel IT for Saga plc, which offers an array of products and services exclusively for the over 50’s including Holidays, Insurance and the UK’s best-selling monthly magazine. “To complement our online experience, we need technologies that help us deliver exceptional levels of customer service and engagement. Moxie Live Chat has helped us enhance our customers’ online experience.”
Businesses which address customers’ desire for better online engagement stand to benefit. Moxie’s study highlighted that 64 percent of British adults would do more business with a company that tailored online communication to them personally/their needs. This idea is most agreeable to younger adults aged 18-34 (75 percent vs. 54 percent of those aged 45 and older), and more so to men in this age group (68 percent vs. 60 percent of women age 18-34).
Additionally, 59 percent of British adults would find it helpful if useful information presented itself to them based on what they are doing on a website especially if they ran into a problem while booking travel online. Those aged 45 and older are more likely to consider it helpful if useful information presents itself to them based on what they are doing online than those aged 25-44 (69 percent vs. 51 percent, respectively).
No longer tied to a desktop, travelers are using mobile devices now more than ever to research, explore, plan and book their next holiday. In its Traveler Technology Survey 2014, Phocuswright reported a decline in desktops bookings from 81 percent to 78 percent, and a significant rise in mobile device bookings from 15 percent to 25 percent in the travel booking cycle. Moxie’s study also indicated a need for travel companies to bolster online customer engagement as consumers embrace mobile technologies.
Moxie’s study also indicated companies will need to bolster their online customer engagement with mobile friendly communication channels including self-service, email and chat to meet the needs of consumers who embrace mobile technology yet still want or need assistance immediately.
“When booking travel online, consumers – many of whom are on their mobile devices, are required to think and act as travel agents, understanding price options, cancellation policies, etc., with no assistance,” said Rebecca Ward, president and CEO of Moxie. “Using digital engagement, our customers have been able to increase conversion rates and customer satisfaction by ‘staffing’ their websites and mobile stores.”
The survey was conducted online within Great Britain by Harris Poll on behalf of Moxie from December 2-8, 2014 among 1,013 adults ages 18 and older. The online survey is not based on a probability sample and therefore no estimate of theoretical sampling error can be calculated. For complete survey methodology, including weighting variables, please contact Erin Walsh at firstname.lastname@example.org
Moxie is changing the way eCommerce is done. Moxie anticipates what customers want, connecting and engaging with them through the entire digital journey across devices. Through Moxie’s solutions, including Chat, Email, Knowledge and Web Self-Service, companies have the ability to deliver the right engagement offer via the right channel to increase total customer value. More than 600 of the world’s leading brands in financial services, healthcare, high-tech, retail, and travel and hospitality rely on Moxie to build loyalty and drive customer conversion and revenue. To learn more, please visit www.gomoxie.com.
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