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Market Report 2017 Two-way street

Creating conversational customer journeys that drive online conversions

In a world of various channels, multiple touch points and limitless data, it should be easy for consumers to get the information and support they neet to complete any purchase.

But the truth is, it's not. 

 

To understand exactly what shoppers want from their customer service experiences, and where retailers need to improve their approach, iAdvize surveyed 1,000 UK consumers.

 

THE RESEARCH IS STRUCTURED INTO FIVE STAGES OF THE ONLINE CUSTOMER EXPERIENCE 

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Stage #1 Detection
Stage #2 Engagement
Stage #3 Selection
Stage #4 Response

 

 

 

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"75% of consumers want support during the purchasing journey."