Click here to close now.




















Welcome!

News Feed Item

LogMeIn: Retailers Failing to Meet Mobile Shoppers' Service Expectations

BOSTON, January 16, 2014 /PRNewswire/ --

LogMeIn Research Reveals Only 12% of UK Retailers Offer Mobile Shoppers Live Customer Support

A December 2013 study commissioned by LogMeIn, Inc. (Nasdaq:LOGM) has revealed that a majority of UK retailers are failing to assist mobile shoppers as they browse online. According to LogMeIn's findings, just 12% of UK retailers offer live chat support to mobile shoppers, despite research showing live chat can boost conversion rates. In addition, over 25% of shoppers are more likely to make a purchase if they talk to an assistant online[i].

With analysts predicting that online spending is set to reach an estimated £49.78 billion in 2014 in the UK, and mobile commerce (m-commerce) predicted to account for approximately £9.46 billion of these sales[ii], LogMeIn examined 120 of the UK's largest online stores to understand how retailers are reacting to this shift when providing customer service.

"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. By incorporating live chat into the online customer journey, retailers can give shoppers the chance to ask for assistance, without any interruptions, when and how they want it."

The study revealed retailers are almost twice as likely to offer live chat support to desktop shoppers than to mobile shoppers, with 20% of online stores giving shoppers the option to chat with an assistant. While many retailers have yet to embrace live chat, a global survey of 4,709 people commissioned by LogMeIn in 2013 shows that it is now the third most popular channel for consumers.

The LogMeIn commissioned 2013 Live Chat Effectiveness report found that 17% of people prefer to contact companies via live chat, while 23% favour the good old-fashioned telephone and 53% opt for email. Social media is the first choice for less than seven per cent of people, but is now the most widely available channel for customer service, overtaking the telephone.

Almost every retailer, nearly 97%, responds to enquiries on Twitter, while 94% use Facebook to provide support. Email is offered by 93% of online retailers in the UK, while nine out of ten (90%) publish a customer service phone number on their website.

About the research

LogMeIn conducted a study of 120 online retailers in the UK in December 2013 to assess which channels they had embraced to provide customer service, including telephone, email, live chat, mobile live chat, Facebook and Twitter. Additionally, a copy of the 2013 Live Chat Effectiveness report is available for download from the BoldChat website at http://boldchat.com/live-chat-research.asp?x=LCE2013.

About LogMeIn, Inc.

LogMeIn (Nasdaq:LOGM) transforms the way people work and live through secure connections to the computers, devices, data, and people that make up their digital world. The company's cloud services free millions of people to work from anywhere, empower IT professionals to securely embrace the modern cloud-centric workplace, give companies new ways to reach and support today's connected customer, and help businesses bring the next generation of connected products to market. 

LogMeIn is headquartered in Boston's Innovation District with offices in Australia, Hungary, India, Ireland, the Netherlands, and the UK.

 

i. Source: LogMeIn, Live Chat Effectiveness 2013: http://boldchat.com/live-chat-research.asp?x=LCE2013

ii. Source: eMarketer, June 20 2013: http://www.emarketer.com/Article/Mcommerce-Takes-15-of-UK-Retail-Ecommerce-Sales/1009984

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
The speed of software changes in growing and large scale rapid-paced DevOps environments presents a challenge for continuous testing. Many organizations struggle to get this right. Practices that work for small scale continuous testing may not be sufficient as the requirements grow. In his session at DevOps Summit, Marc Hornbeek, Sr. Solutions Architect of DevOps continuous test solutions at Spirent Communications, explained the best practices of continuous testing at high scale, which is rele...
"We got started as search consultants. On the services side of the business we have help organizations save time and save money when they hit issues that everyone more or less hits when their data grows," noted Otis Gospodnetić, Founder of Sematext, in this SYS-CON.tv interview at @DevOpsSummit, held June 9-11, 2015, at the Javits Center in New York City.
"We've just seen a huge influx of new partners coming into our ecosystem, and partners building unique offerings on top of our API set," explained Seth Bostock, Chief Executive Officer at IndependenceIT, in this SYS-CON.tv interview at 16th Cloud Expo, held June 9-11, 2015, at the Javits Center in New York City.
Learn how to solve the problem of keeping files in sync between multiple Docker containers. In his session at 16th Cloud Expo, Aaron Brongersma, Senior Infrastructure Engineer at Modulus, discussed using rsync, GlusterFS, EBS and Bit Torrent Sync. He broke down the tools that are needed to help create a seamless user experience. In the end, can we have an environment where we can easily move Docker containers, servers, and volumes without impacting our applications? He shared his results so yo...
Explosive growth in connected devices. Enormous amounts of data for collection and analysis. Critical use of data for split-second decision making and actionable information. All three are factors in making the Internet of Things a reality. Yet, any one factor would have an IT organization pondering its infrastructure strategy. How should your organization enhance its IT framework to enable an Internet of Things implementation? In his session at @ThingsExpo, James Kirkland, Red Hat's Chief Arch...
Chuck Piluso presented a study of cloud adoption trends and the power and flexibility of IBM Power and Pureflex cloud solutions. Prior to Secure Infrastructure and Services, Mr. Piluso founded North American Telecommunication Corporation, a facilities-based Competitive Local Exchange Carrier licensed by the Public Service Commission in 10 states, serving as the company's chairman and president from 1997 to 2000. Between 1990 and 1997, Mr. Piluso served as chairman & founder of International Te...
It is one thing to build single industrial IoT applications, but what will it take to build the Smart Cities and truly society-changing applications of the future? The technology won’t be the problem, it will be the number of parties that need to work together and be aligned in their motivation to succeed. In his session at @ThingsExpo, Jason Mondanaro, Director, Product Management at Metanga, discussed how you can plan to cooperate, partner, and form lasting all-star teams to change the world...
Public Cloud IaaS started its life in the developer and startup communities and has grown rapidly to a $20B+ industry, but it still pales in comparison to how much is spent worldwide on IT: $3.6 trillion. In fact, there are 8.6 million data centers worldwide, the reality is many small and medium sized business have server closets and colocation footprints filled with servers and storage gear. While on-premise environment virtualization may have peaked at 75%, the Public Cloud has lagged in adop...
The Internet of Everything (IoE) brings together people, process, data and things to make networked connections more relevant and valuable than ever before – transforming information into knowledge and knowledge into wisdom. IoE creates new capabilities, richer experiences, and unprecedented opportunities to improve business and government operations, decision making and mission support capabilities.
How do you securely enable access to your applications in AWS without exposing any attack surfaces? The answer is usually very complicated because application environments morph over time in response to growing requirements from your employee base, your partners and your customers. In his session at @DevOpsSummit, Haseeb Budhani, CEO and Co-founder of Soha, shared five common approaches that DevOps teams follow to secure access to applications deployed in AWS, Azure, etc., and the friction an...
SYS-CON Events announced today that MobiDev, a software development company, will exhibit at the 17th International Cloud Expo®, which will take place November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. MobiDev is a software development company with representative offices in Atlanta (US), Sheffield (UK) and Würzburg (Germany); and development centers in Ukraine. Since 2009 it has grown from a small group of passionate engineers and business managers to a full-scale mobi...
The Internet of Things is not only adding billions of sensors and billions of terabytes to the Internet. It is also forcing a fundamental change in the way we envision Information Technology. For the first time, more data is being created by devices at the edge of the Internet rather than from centralized systems. What does this mean for today's IT professional? In this Power Panel at @ThingsExpo, moderated by Conference Chair Roger Strukhoff, panelists addressed this very serious issue of pro...
Digital Transformation is the ultimate goal of cloud computing and related initiatives. The phrase is certainly not a precise one, and as subject to hand-waving and distortion as any high-falutin' terminology in the world of information technology. Yet it is an excellent choice of words to describe what enterprise IT—and by extension, organizations in general—should be working to achieve. Digital Transformation means: handling all the data types being found and created in the organizat...
The Software Defined Data Center (SDDC), which enables organizations to seamlessly run in a hybrid cloud model (public + private cloud), is here to stay. IDC estimates that the software-defined networking market will be valued at $3.7 billion by 2016. Security is a key component and benefit of the SDDC, and offers an opportunity to build security 'from the ground up' and weave it into the environment from day one. In his session at 16th Cloud Expo, Reuven Harrison, CTO and Co-Founder of Tufin,...
Discussions about cloud computing are evolving into discussions about enterprise IT in general. As enterprises increasingly migrate toward their own unique clouds, new issues such as the use of containers and microservices emerge to keep things interesting. In this Power Panel at 16th Cloud Expo, moderated by Conference Chair Roger Strukhoff, panelists addressed the state of cloud computing today, and what enterprise IT professionals need to know about how the latest topics and trends affect t...