More than half of consumers frustrated during a mobile...
More than half of consumers frustrated during a mobile shopping app experience abandon their virtual shopping carts and leave the app, said a study by Contact Solutions, a cloud-based customer care technology company (http://bit.ly/1nZzKoR). Some 20 percent of users struggling…
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with shopping apps stop using the app entirely, the company said. “Customers are using apps more frequently, but when they encounter problems and cannot get the help they need, the results are disastrous for retailers,” said John Hibel, marketing director, Contact Solutions. The company said three out of four shoppers shop online, and 30 percent shop on a mobile device “at least as much as they shop on a computer.” More than 90 percent of shoppers said it would be helpful to have customer care provided within the app to help complete a task, it said. The online survey was done with more than 1,000 adults in August.