Live chat can increase sales and average order size.

Nearly 60% of U.S. online adults used chat customer service in 2014

60%

70% of consumers using a mobile device to search are within a few hours of making a purchase

While cooking dinner, Zoe grabs her tablet to quickly shop for a birthday present.

You’re missing out.

85% of customers who use an app are more inclined to make a same-day purchase

N OWhat the customer asks:

“Can I shop while making dinner for my family?”

What the customer means:“Do you have a mobile app?”

Y E S

N OY E S

SELF-SERVICE CHANNEL:MEET CUSTOMERS’ EXPECTATIONS

What the customer says:“Can I get overnight shipping?”

What the customer means:“Do you have a FAQ page?”

N OY E S

Yikes, the birthday party is in three days! Zoe looks at the FAQ page and sees that rush shipping is available—panic neutralized.

According to Gartner, by 2020, customers will manage 85% of their relationships with companies without interacting with a human

of customers expect a company to have aself-service option

70%

Meet the need.

CHAT:ASSISTANCE IN AN INSTANT

What the customer asks:“Can you suggest an alternative product?”

What the customer means:“Do you o�er live chat support?”

Y E S

Curses, the item is sold out. Zoe is about to leave the site when she sees the chat support button. Within seconds, a chat agent has suggested three similar products to Zoe and she’s bought one of each!

U.S. customers who chat convert at nearly 3.5 times the rate of those who don’t

3.5X

SOCIAL CARE:TALK ON THEIR TURF

What the customer tweets: “@Brand: Gift arrived broken

& bday party is tomorrow. Can you help me?”

What the customer means:“Are you supportive on social?”

When Zoe tweets that her item arrived broken, she gets this answer tweet, “Our apologies, Zoe. A replacement item is being overnighted and will be there by 10am tomorrow. :}”

71% Score one for you—she’s now 71% more likely to recommend your brand to others

:}

Step up your service:

of customers who tweet a brand expect a response in less than a hour

of customers tweet when they have complaints

Only 36% of companies use social media to engage

53%

72%

N O R E S P O N S E

MOBILE: SERVICE IN HAND

Welcome to the age of the customer—where businesses fly or fail based on the customer service they provide. Whether on mobile, chat, social or self-service, a thoughtful customer service strategy

is essential for conversion.

CONVERT WITH CONVENIENCEGOOD CUSTOMER SERVICE IS GOOD BUSINESS

SOURCES: Deloitte Digital, Echo, EIU, Forrester, Gartner, Harvard Business Review,

Lithium Technologies, LivePerson, NM Incite, SSI/S.V. Belleghem

When you invest in a customer service strategy, you’re investing in your company’s financial success. Great customer service leads to higher conversion.

To learn more about how you can best serve your customers, visit zendesk.com/retail

DO YOU HAVE A WINNING STRATEGY?

OF CUSTOMERS WILL SPEND MORE WITH A COMPANY THAT PROVIDES EXCELLENT SERVICE. 66%