News Column

Hitting the Wall: Brands Miss Opportunities Online

Jan 10 2013 12:00AM



AKRON, OH -- (Marketwire) -- 01/10/13 -- Brands and retailers lose opportunities for sales, referrals and stronger, more loyal customer relationships when online shoppers are left with difficulty getting answers to questions, 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 in customer service centers worldwide. But shoppers say they will promote brands that offer them help, the study shows.

Shoppers say their online purchase experience affects their product reviews (78 percent), satisfaction with the product (66 percent) and impression of the retailer (64 percent). A majority would purchase more products from a website that allows them to click or tap to receive an immediate or scheduled callback from a person qualified to answer questions or solve online purchase problems. More than 90 percent say they would be somewhat or much more likely to shop on such a website, and some indicate they would even pay more for products sold there.

The VHT Online Shopping Customer Experience Study was conducted to investigate the online purchase experience across various devices and to reveal insights into online shopping habits and spending, customer frustration points and their consequences for brands, and the impact of improving the online purchase experience with a bridge to human help. The complete results of the study are available for download at

"This research shows that online retailers have the opportunity to transform abandoned shopping carts into net sales and turn customers into promoters of your business by implementing Virtual Hold Technology's Conversation Bridge® solution," according to Eric Camulli, VHT's vice president of marketing.

VHT advocates a customer-centric approach to customer service that helps consumers achieve their goals in real-time. VHT's multichannel conversation strategy created for businesses that care about customer relationships and brand image, helps consumers achieve their goals more conveniently through a simple solution with huge impact that blends automation with the human touch.

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 customer's experience, visit or email

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Media Contact:
Adrienna Frazer
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Source: Marketwire

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