Online shoppers would spend more if brands engage, Moxie Software study finds


Consumers avoid online shopping due to the lack of in-person assistance and proactive engagement from brands, a new study by Moxie Software reveals.

Moxie’s study surveyed more than 2,500 consumers across the US and UK 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,” said 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 eight percent of survey respondents in the UK indicated 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, more than 25% 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
  • 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. Sixty eight percent of the respondents in Moxie’s survey indicated that they plan to spend  £200 or more and 26% 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 five percent of respondents in Moxie’s survey indicated that they will shop on a mobile device this holiday season. Of those, 31% 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 optimised experience for mobile users and addressing the needs of customers across their online journey, the company claims. In a previous study conducted by Moxie, 77% of UK respondents stated that they would prefer to use live online chat versus calling to speak with an agent. 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.