Only 1 in 10 e-retailers offer mobile live chat support, research claims


Online retailers are struggling to assist mobile shoppers as they browse online, according to a new survey.

The survey of 120 major online retailers, including Tesco, Sainsburys and Nokia, which was conducted by IT firm LogMeIn, found that just 12 per cent of e-retailers offered live chat support to shoppers on mobile.

20 per cent of online stores gave shoppers the option to chat with an assistant. Almost all major retailers are now using social channels to provide customer service, with 97 per cent responding to enquiries on Twitter and 94 per cent using Facebook to provide support

Email remains a popular channel, with 93 per cent of online retailers offering customer service via email, while just 90 per cent publish a customer service phone number on their website

“A high street store without shop assistants is almost unimaginable, yet that‘s the experience many retailers are offering shoppers online,” said Ross Haskell, Director of Products, BoldChat at LogMeIn, Inc. “If shoppers need help, most have to pick up the phone or wait for a response by email or on social media.”

£91bn was spent online in 2013 according to the IMRG Capgemini e-Retail Sales Index.