Customer care concerns stop Brits from spending online

Dawinderpal Sahota, Computing, Friday 16 July 2010 at 10:15:00

Survey shows Britons would spend more online if offered better advice

British consumers are dissatisfied with the levels of customer care and
advice offered by online retailers, with more than a third claiming that these
factors prevent them from spending more online.

According to the research conducted by YouGov for online merchandising
solutions provider Avail
Intelligence, 35 per cent of Britons would spend more online if offered
better customer care or advice.

The firm said that its research indicates that retailers are missing out on
valuable sales where they do not provide this service.

The research also shows that one in three still prefers shopping on the high
street, with access to advice and support being the most popular reasons cited.

However, 51 per cent of respondents said the range of products stocked by
retailers online was better than the high street and just 14 per cent stated
that they thought the ability to find what they wanted was better in a store
than online.

?Its clear that shoppers would spend more online, if they had access to the
recommendations and advice they currently get when visiting a physical store,?
said Pontus Kristiansson, CEO and co-founder at Avail Intelligence.

?The simple addition of a web-enabled kiosk could link instore and online and
provide shoppers with access to a wide range of products increasing the chance
they?ll make a purchase with you and not a competitor,? he added.

Full story at http://www.computing.co.uk/computing/news/2266547/customer-care-concerns