Poll Shows Consumer Preference for Personalized Video Chats
Consumer research from Stellar Global showed that personalized video chat may mitigate online shopping cart abandonment and drive conversions.
In its e-commerce report, researchers at Stellar Global said of 1,000 consumers polled, 64 percent of respondents “indicated a strong preference for brands that offer personalized video chat demos while 60 percent of participants believed that having the option for an online video chat with a product expert would greatly reduce the chances of them abandoning their shopping carts.”
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The survey also showed that 66.2 percent of those polled said a video chat customer assistant “would boost their confidence in making substantial online purchases,” authors of the report said. The results align with other consumer behavior research showing preferences for more personalized shopping experiences online.
Stellar Global, which creates virtual retail experiences, said in a statement that the concept of online video chat for e-commerce “has gained significant traction, with 63.1 percent of respondents displaying awareness or familiarity with the tool. This surge in visibility highlights the growing influence of the technology.”
Monica Majumdar, virtual experience director at Stellar Global, said the findings “offer valuable insights for businesses aiming to enhance their online shopping experiences and provide consumers with the guidance they seek in making informed purchase decisions.”
Majumdar noted that the company “has dedicated a portion of our business to this new form of retail experience to help retailers future-proof their operations and stay ahead in the evolving e-commerce landscape.”
Other survey findings include that 71.3 percent of those polled said they used tools such as live chat or virtual assistant to clarify product details or address questions before they hit the buy button. The survey also found that 64 percent of respondents would be lured to a brand that offered a personalized video chat feature.
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