iAdvize, alongside independent research partners eDigitalResearch, conducted this research study between 29th April and 5th May 2015 using a national representative sample of 1,012 UK shoppers.
Understand the current use and expectations of emerging customer support channels.
Explore the growing appetite for customer support during the online journey.
Distinguish the effect of real-time customer support.
Identify the willingness of customers to provide help to other users and become a part of an online brand community.
1,012 UK Shoppers
1,012 UK Shoppers took part. All participants had purchased items from the internet during the last 12 months.
64% would purchase more if real-time support was available!
83% said that community chat would be helpful when they had questions about a product
