|By Marketwired .||
|December 5, 2012 10:00 AM EST||
AKRON, OH -- (Marketwire) -- 12/05/12 -- Online retailers are poised for a record $43.4 billion holiday sales season as shoppers increasingly rely on social networks and mobile devices to find and buy merchandise, according to market researcher ComScore Inc., but research also indicates retailers are leaving plenty of consumers' cash on the cyber-table.
Online sales would be significantly greater if online shoppers had easier access to customer service assistance when they need it, concludes a national study conducted by The Adcom Group for Virtual Hold Technology® (VHT®), a world leader in conversation strategies that bridge the self-service gap between customers and the people who can help.
Internet sales on Cyber Monday were 36 percent higher than on Black Friday, the traditional start of the holiday shopping season, IBM said. Apple Inc.'s iPad and iPhone were the top two devices used for online purchases, accounting for about 14 percent of the total. More than 18 percent of shoppers used a mobile device to access a retailer's website, an increase of 70 percent over 2011, also according to IBM. Mobile sales almost doubled, making up 13 percent of total web-based purchases.
But in a recent survey by VHT, more than three-quarters of shoppers attempting to make an online purchase said they had been frustrated trying to obtain help when experiencing difficulty completing the purchase. About the same number said they had abandoned an online shopping cart due to frustration with getting the help they needed.
Quick problem resolution shows a clear correlation to the likelihood of brand, website or app referral as well as to purchase behavior. A majority of those surveyed said they would purchase more products from a website that allowed them to click or tap for customer service help. More than 75 percent said they would prefer a site that offered this convenience over a competitor's site that did not, and more than half said they would become promoters of the brand. The complete results of the study are available for download at www.virtualhold.com/onlineshopping.
"The power is squarely in the palm of the customer's hand," said Wes Hayden, VHT's CEO. "Customer-focused retailers that identify and eliminate self-service dead-ends within the mobile-purchasing process will be the brands that provide the best and most seamless customer experience and, as a result, will earn the most customer loyalty."
VHT advocates a customer-centric approach to customer service that helps consumers achieve their goals in real-time while helping companies to effectively coordinate automated and human capital. VHT's mobile conversation strategy, created for businesses that care about customer relationships and brand image, helps consumers achieve their goals more conveniently. The company's new Conversation Bridge® is a simple, multichannel solution for blending automation with the human touch. It gives today's customers the help they need at key touch points so brand interactions are seamless and therefore more satisfying, and companies a simple and cost-effective tool for improving customer satisfaction.
About Virtual Hold Technology® (VHT®)
VHT's Conversation Bridge® is a simple solution with huge impact that provides customers a consistent experience no matter how they try to contact you. VHT's intelligent callback solutions prepare businesses for next-generation communications channels, such as mobile apps and internet-connected TV consoles, by enabling context data to be passed from these channels to existing routing and screen-pop systems. To learn more about how VHT can save your company money, optimize your customer interactions and transform your customers' experience, visit www.conversationbridge.com or email email@example.com.
SYS-CON Events announced today that Harbinger Systems will exhibit at SYS-CON's 15th International Cloud Expo®, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Harbinger Systems is a global company providing software technology services. Since 1990, Harbinger has developed a strong customer base worldwide. Its customers include software product companies ranging from hi-tech start-ups in Silicon Valley to leading product companies in the US and large in-house IT organizations.
Oct. 30, 2014 06:00 PM EDT Reads: 3,106
The only place to be June 9-11 is Cloud Expo & @ThingsExpo 2015 East at the Javits Center in New York City. Join us there as delegates from all over the world come to listen to and engage with speakers & sponsors from the leading Cloud Computing, IoT & Big Data companies. Cloud Expo & @ThingsExpo are the leading events covering the booming market of Cloud Computing, IoT & Big Data for the enterprise. Speakers from all over the world will be hand-picked for their ability to explore the economic strategies that utility/cloud computing provides. Whether public, private, or in a hybrid form, clo...
Oct. 30, 2014 05:30 PM EDT Reads: 1,128
SYS-CON Events announces a new pavilion on the Cloud Expo floor where WebRTC converges with the Internet of Things. Pavilion will showcase WebRTC and the Internet of Things. The Internet of Things (IoT) is the most profound change in personal and enterprise IT since the creation of the Worldwide Web more than 20 years ago. All major researchers estimate there will be tens of billions devices--computers, smartphones, tablets, and sensors – connected to the Internet by 2020. This number will continue to grow at a rapid pace for the next several decades.
Oct. 30, 2014 05:30 PM EDT Reads: 2,154
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Oct. 30, 2014 02:00 PM EDT Reads: 2,531
SYS-CON Events announced today that Red Hat, the world's leading provider of open source solutions, will exhibit at Internet of @ThingsExpo, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Red Hat is the world's leading provider of open source software solutions, using a community-powered approach to reliable and high-performing cloud, Linux, middleware, storage and virtualization technologies. Red Hat also offers award-winning support, training, and consulting services. As the connective hub in a global network of enterprises, partners, a...
Oct. 30, 2014 12:15 PM EDT Reads: 2,055
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Oct. 30, 2014 12:00 PM EDT Reads: 1,693
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Oct. 30, 2014 11:00 AM EDT Reads: 2,157
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Oct. 30, 2014 08:00 AM EDT Reads: 1,541
Internet of @ThingsExpo Silicon Valley announced on Thursday its first 12 all-star speakers and sessions for its upcoming event, which will take place November 4-6, 2014, at the Santa Clara Convention Center in California. @ThingsExpo, the first and largest IoT event in the world, debuted at the Javits Center in New York City in June 10-12, 2014 with over 6,000 delegates attending the conference. Among the first 12 announced world class speakers, IBM will present two highly popular IoT sessions, which will take place November 4-6, 2014 at the Santa Clara Convention Center in Santa Clara, Calif...
Oct. 30, 2014 07:30 AM EDT Reads: 2,246
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Oct. 29, 2014 11:00 PM EDT Reads: 1,502
SYS-CON Events announced today that TeleStax, the main sponsor of Mobicents, will exhibit at Internet of @ThingsExpo, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. TeleStax provides Open Source Communications software and services that facilitate the shift from legacy SS7 based IN networks to IP based LTE and IMS networks hosted on private (on-premise), hybrid or public clouds. TeleStax products include Restcomm, JSLEE, SMSC Gateway, USSD Gateway, SS7 Resource Adaptors, SIP Servlets, Rich Multimedia Services, Presence Services/RCS, Diame...
Oct. 29, 2014 05:00 PM EDT Reads: 1,610
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Oct. 29, 2014 02:15 PM EDT Reads: 2,050
SYS-CON Events announced today that O'Reilly Media has been named “Media Sponsor” of SYS-CON's 15th International Cloud Expo®, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. O'Reilly Media spreads the knowledge of innovators through its books, online services, magazines, and conferences. Since 1978, O'Reilly Media has been a chronicler and catalyst of cutting-edge development, homing in on the technology trends that really matter and spurring their adoption by amplifying "faint signals" from the alpha geeks who are creating the future. An...
Oct. 29, 2014 01:00 PM EDT Reads: 1,571
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Oct. 29, 2014 10:00 AM EDT Reads: 2,042
SYS-CON Events announced today that Aria Systems, the recurring revenue expert, has been named "Bronze Sponsor" of SYS-CON's 15th International Cloud Expo®, which will take place on November 4-6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Aria Systems helps leading businesses connect their customers with the products and services they love. Industry leaders like Pitney Bowes, Experian, AAA NCNU, VMware, HootSuite and many others choose Aria to power their recurring revenue business and deliver exceptional experiences to their customers.
Oct. 29, 2014 10:00 AM EDT Reads: 2,105
The Internet of Things (IoT) is going to require a new way of thinking and of developing software for speed, security and innovation. This requires IT leaders to balance business as usual while anticipating for the next market and technology trends. Cloud provides the right IT asset portfolio to help today’s IT leaders manage the old and prepare for the new. Today the cloud conversation is evolving from private and public to hybrid. This session will provide use cases and insights to reinforce the value of the network in helping organizations to maximize their company’s cloud experience.
Oct. 29, 2014 09:00 AM EDT Reads: 2,069
As a disruptive technology, Web Real-Time Communication (WebRTC), which is an emerging standard of web communications, is redefining how brands and consumers communicate in real time. The on-going narrative around WebRTC has largely been around incorporating video, audio and chat functions to apps. In his session at Internet of @ThingsExpo, Alex Gouaillard, Founder and CTO of Temasys Communications, will look at a fourth element – data channels – and talk about its potential to move WebRTC beyond browsers and into the Internet of Things.
Oct. 29, 2014 08:00 AM EDT Reads: 1,619
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Oct. 28, 2014 11:45 PM EDT Reads: 1,646
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Oct. 28, 2014 03:00 PM EDT Reads: 1,593
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Oct. 28, 2014 12:00 PM EDT Reads: 1,942