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Industry Research : LivePerson Announces Findings of Holiday 2020 Survey

#contactcenterworld, @liveperson

LivePerson (Nasdaq: LPSN), a global provider in conversational AI, announced the findings of its new survey, Holiday 2020: The Impact of COVID on Consumer Preferences, examining behavior and sentiment around online shopping experiences for the upcoming holiday rush in light of the ongoing COVID-19 pandemic.

The September 2020 survey included more than 2,650 U.S., U.K., and Australian respondents and showed that the vast majority of consumers trusted messaging experiences and chatbots to help them with online shopping. With the COVID-19 pandemic closing thousands of physical stores, e-commerce has reached new heights: online spending in May 2020 alone was greater than the entire 2019 holiday shopping season.

Survey Highlights

- How consumers view online vs. in-store shopping this holiday season

- According to LivePerson's survey results, two out of three consumers (67%) are planning to do most of their 2020 holiday shopping online due to the ongoing pandemic, meaning brands that excel at online shopping experiences will be best positioned to capitalize on the incoming digital stampede.

- When it comes to attitudes toward shopping in physical stores, 39% of consumers say they are not comfortable doing so at all this holiday season.

When asked how COVID-19 has influenced their likelihood to shop in person, 58% of consumers say they are less likely to shop in person, and 32% say their opinion hasn't changed one way or the other.

LivePerson's survey also sheds light on the issues consumers struggle most with when shopping online. The top three issues, representing 68% of consumers, all center on getting information about products, services, and promotions:

- Asking questions about products or services (28%)

- Finding products and services (21%)

- Finding relevant promotions (19%)

- Navigating the website (12%)

- Checking out (12%)

- Using the cart (8%)

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How consumers view messaging experiences on brand websites, apps, and more

Brands that deploy conversational commerce experiences — which enable customers to message with brands on their websites, apps, and platforms like SMS, Facebook Messenger, WhatsApp, and Apple Business Chat — will likely outperform their competitors this holiday season.

According to the survey, 68% of consumers say they would trust a retailer more if associates were readily available via messaging to give advice, answer questions, and help with purchases.

77% report that they would purchase more from a website that allowed them to message with an associate.

"This year, Black Friday and Small Business Saturday are going to look a lot more like Cyber Monday than ever before," said Mariam Reza, senior vice president, enterprise solutions at LivePerson. "With foot traffic at an all-time low, digital traffic has already skyrocketed. Still, most brands aren't attending well enough to website visitors, who shop around when they can't find answers quickly and effortlessly. Those that act now to implement messaging channels, which consumers clearly state are trusted and increase their willingness to purchase, will win the holidays."

How consumers view messaging with chatbots in retail experiences

In preparation for increased online traffic as many consumers choose to shop from home, many retailers are accelerating plans to deploy Conversational AI on their websites, like chatbot concierges and virtual assistants that respond to customer messages. LivePerson's survey results indicate that consumers not only trust chatbot concierges to help them with online shopping tasks, they also say they'd purchase more from websites that offer them.

According to the survey, 60% of consumers report they would purchase more from a website that offered a chatbot concierge.

Consumers overwhelmingly reported trusting Conversational AI with a variety of online shopping tasks, especially when informed — in line with industry best practices — that they could be transferred to a brand's associates as needed. When online shopping, consumers report the following:

- 77% trust chatbots to take down their name and address

- 65% trust chatbots to handle their credit card information

- 76% trust chatbots to help them choose a product

- 82% trust chatbots to schedule an appointment

- 86% trust chatbots to answer FAQs

- 71% trust chatbots to renew their contracts

- 76% trust chatbots to remind them to order presents

- 81% trust chatbots to help them reorder products they regularly buy

- 86% trust chatbots to provide shipping and delivery updates

"Conversational AI has made all the difference for us in staying connected to customers during the pandemic, and as December is the month with the highest number of engagements, we're anticipating more AI-powered messaging conversations than ever," said Holly Carroll, vice president, Customer Service and Contact Center Operations at David's Bridal. "From our Zoey bot concierge to video chats with our expert stylists, we can't overstate how critical conversational experiences have become to the immersive shopping experiences our brides expect from David's Bridal."

"As many brands learned the hard way when the pandemic shut down call centers all across the world, the best way to scale customer contact today is through AI-powered messaging," said Robert LoCascio, founder and CEO of LivePerson. "Conversational AI will be critical to meet the staggering demand for online shopping this holiday season. The great news for retailers is that supermajorities of consumers say they trust chatbots to help them shop, and three out of five consumers actually say access to chatbots makes them purchase more."

LivePerson's Holiday 2020: The Impact of COVID on Consumer Preferences survey was conducted in September 2020 via an online survey of 2,666 consumers aged 18 and older in the United States, United Kingdom, and Australia. Respondents were asked a series of questions related to holiday shopping and customer care topics.

#contactcenterworld, @liveperson

Posted by Veronica Silva Cusi, news correspondent

About LivePerson:
Company LogoLivePerson makes life easier by transforming how people communicate with brands. Our customers use our conversational commerce solutions to orchestrate humans and AI, at scale, and create a convenient, deeply personal relationship — a conversational relationship — with their consumers.
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Today's Tip of the Day - Pound-Hash-Number!

Read today's tip or listen to it on podcast.

Published: Wednesday, September 23, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recording


ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.


Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

Nuxiba Technologies

Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!


Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

PCS Software

Call recording solution fully integrate to all main pbx solutions.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.

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