Holiday Commerce Study Reveals Online Shoppers Would Spend More if Brands Proactively Engage

Findings Show that 72 Percent of Consumers Want Brands to Engage Proactively Online this Holiday Season; Mobile Shoppers Are the Biggest Spenders

SUNNYVALE, Calif., November 20, 2014 – Black Friday and Cyber Monday are just days away, marking the official beginning of the 2014 holiday shopping frenzy. A new study commissioned by Moxie Software, Inc. reveals that the number one reason why some consumers avoid online shopping is the lack of in-person assistance and proactive engagement from brands. Moxie’s study surveyed more than 2,500 consumers about their online shopping plans and preferences for the upcoming holiday season.

“Brands can deliver consistent, digital customer engagement channels across devices to better support consumers on their online journey,” says Rebecca Ward, Moxie™ president and CEO. “To increase conversion, companies can anticipate customers’ needs and provide them the right engagement at the right time to help consumers accomplish what they are trying to do.”

Proactive Digital Engagement Helps Drive Sales

Seventy-two percent of survey respondents indicated that they want brands to proactively engage with them online, especially when they are struggling on a website. Digital engagement is a critical component for retailers this holiday season as two out of three shoppers say if they were offered proactive engagement, they may do more of their shopping online.

In addition, when running into an issue while shopping online, nearly 40 percent of those surveyed felt that each of the following would be equally helpful:

  • Receiving relevant information proactively offered by a website based on where the consumer is and what he/she is trying to do on a brand’s website;
  • Having the ability to connect with a brand representative via chat or video chat session to answer questions; and
  • Sharing screens with a brand representative to help complete a complex form or task.

Online Shoppers Show Retailers the Money

This holiday season, the study shows that more than half of shoppers will conduct the majority of their holiday shopping online. Seventy-five percent of the respondents in Moxie’s survey indicated that they plan to spend $200 or more and 25 percent plan to spend $500 or more, when shopping across devices (desktop, tablet and smartphones). With such high traffic, the online holiday shopping experience could dictate whether retailers meet or exceed their sales targets this season.

Mobile Shoppers Will Spend More

Twenty percent of respondents in Moxie’s survey indicated that they will shop on a mobile device this holiday season. Of those, thirty-three percent are planning on spending $500 or more when buying on their tablets and smartphones, a large chunk of change that retailers won’t want to lose as consumers expect the convenience of shopping on the go.

To support the mobile shopping experience, Moxie recently released Mobile Chat, delivering an optimized experience for mobile users and addressing the needs of customers across their online journey. In a previous study conducted by Moxie, sixty-two percent of survey participants expect live chat to be available on mobile devices, and eighty-two percent indicated that they would use it. Moxie Chat integrates with multiple customer engagement channels, including Moxie Web Self Service, Moxie Knowledge and Moxie Email, allowing businesses to engage with customers on the right channel at the right time.

About the Survey

The Moxie 2014 Holiday Commerce Survey provides a view of consumer attitudes towards online holiday shopping by examining preferred devices for holiday shopping, how much of this season’s holiday shopping will be done online, reasons to shy away from shopping online, what type of engagement buyers desire and other shopping patterns and trends. The survey is based on responses from 2,500 respondents from across the U.S. and UK who took Moxie’s survey online between November 3 and November 6, 2014. The margin of error is +/- 1.99 percentage points.

About Moxie

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, Social Media 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 gomoxie2020.test.

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Moxie, Moxie Software, Moxie Email, Moxie Knowledge and Moxie Chat are trademarks of Moxie Software, Inc. All other company and product names mentioned are used only for identification purposes and may be trademarks or registered trademarks of their respective companies.