How Online Dead Ends Can Derail Sales

Online retailers anticipate a record $43.4 billion payday from the holiday sales season. But a new study indicates that they may be leaving plenty of consumer cash on the table. The Grinch in this tale are dead ends in the purchasing process that litter the online aisles with abandoned shopping carts.

Online sales would be significantly greater if online shoppers had easier access to customer service assistance when they need it, according to a national consumer panel survey sponsored by VHT, which develops online customer service solutions.

More than three-quarters of shoppers attempting to make an online purchase said they had been frustrated trying to obtain help when experiencing d…
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