iPhone and Android users prefer Online Support Chat

Choose a side: iPhone or Android? Everyone has their favorite but according to information graphic, “The Battle for Smartphone Supremacy”, the two-horse race between iPhone and Android is still raging on. In 2012, Google’s Android had the greatest global market share (61%) whereas Apple’s iPhone came in second place (20.5%). Despite the gap in market share, e-tailers claimed both mobile devices are responsible for a 103% increase in website traffic. Digital marketing company Monetate discovered iPhone had the larger slice of total Smartphone website traffic (5.41%) while Android users are credited for a 3.31% of total website traffic. Instead of preferring one Smartphone user over another, retailers should adopt tactics to improve m-commerce revenue. They can accomplish this goal by making better mobile versions of their websites and by integrating Online Support Chat.

According to an information graphic, ‘How Mobile is Impacting Retail Commerce”, shopping trends are evolving. There is an ongoing trend to purchase products via mobile devices. In the past, 72.7% of customers shopped in-store. Today, that figure has dwindled to 56.6%! M-commerce retailers give credit to customers who switch on their Wi-Fi connection and browse online after watching an attention-catching television commercial. They no longer have to get up from their couch or bed to access a desktop browser. Big Commerce revealed 53% of customers have abandoned in-store shopping because of showrooming. It is a practice by which they examine merchandise in traditional retail establishments but consummate the purchase transaction online.

Over the past years, the m-commerce industry has made headlines. It is predicted to grow 33% annually to $31 billion in the next five years. Big Commerce admits 30% of Smartphone customers have found a superior price online! Monetate states m-commerce enables shoppers to carry out product and price research online (35%) and make a purchase (26%). Despite the convenience of owning a Smartphone, the average order value for both iPhone and Android rivals that of buyers who purchase from a desktop browser! Retailers can encourage shoppers to spend more mobile money by creating better mobile versions of websites. Many websites either lacks a fast checkout solution or does not possess image-zooming capabilities. They should also supplement Online Support Chat on their mobile website.

Online Customer Support is an online CRM application which connects users to a customer service representative (CSR) in real-time. The web-based tool was originally integrated on e-commerce websites but it is now functional on iPhone and Android phones. Online Customer Support is designed to increase the conversion rate. CSRs are available around the clock to communicate in the customers’ preferred language choice. They welcome guests the moment they arrive and take on the duty of a personal concierge. They also navigate customers around the website to help them locate the products which they covet.