Sixty-two percent of online retail customers prefer speaking with live representatives about ordering issues, placing this solution ahead of more automated solutions, according to a recent study.

Why it matters

Speaking with humans during the customer service journey is an interesting juxtaposition with digital commerce, an industry typically defined by online, automated services. Understanding the personal approach that consumers favor in their online shopping experience, and then further improving these processes, can separate online retailers from their competitors.

Takeaways

Digital Commerce 360’s “2023 Web Design and Customer Experience Report”, created in partnership with research firm Bizrate Insights, drew on...