The New Omnichannel Purchase Journey and the Crucial Role of Phone

BY Whisbi CRUCIAL FACTS ABOUT THE CUSTOMER PURCHASE JOURNEY OMNI- CHANNEL 2/3 OF CUSTOMERS HAVE MADE PURCHASES IN THE PAST 6 MONTHS THAT HAVE INVOLVED MULTIPLE CHANNELS. (E.G. ONLINE, PHONE, STORE VISITS) SHOP MULTI- DEVICE 90% OF CONSUMERS BEGIN A JOURNEY ON ONE DEVICE AND THEN COMPLETE IT ON ANOTHER 2/3 INTER- CONNECTED MORE THAN IS OF CUSTOMERS MAKING INBOUND CALLS ARE ALSO IN FRONT OF ANOTHER INTERNET-ENABLED DEVICE SUCH AS A COMPUTER OR TABLET. GREAT VAIAE! 0.90 CRUCIAL FACTS ABOUT PHONE AS PART OF THE CHANNEL MIX PREFERRED IN LEADING CONSUMER MARKETS SUCH AS THE US OR THE UK, PHONE TAKES UP MORE THAN 70%. oF THE A WHOPPING INBOUND CHANNEL PIE. 70%. OF MOBILE SEARCHERS CALL COMPANIES IF THEY SEE A PHONE NUMBER IN THE SEARCH AD. ESSENTIAL BUT: OVER 1/3 OF CUSTOMERS ARE LIKELY TO WANDER OFF AND EXPLORE OTHERS BRANDS IF A COMPANY DIDN'T PROVIDE A VISIBLE PHONE NUMBER OR CALL BUTTON. 83%. OF CUSTOMERS REQUIRE SOME KIND OF LIVE SUPPORT WHILE MAKING AN NEEDED ONLINE PURCHASE EFFICIENT 10-20X BIGGER PHONE CALL INTERACTIONS LEAD TO CONVERSION RATES THAN THAT OF ONLINE SHOPPING AND O 1,5-2X ITS AVERAGE ORDER VALUE NO WONDER THAT ESTIMATED MARKET VALUE OF INBOUND SALES CALLS Is $68 BILLION. IN THE US ALONE! T:TO_BUR (SOURCES: BIA KELSEY, CONTACTBABEL, GOOGLE, ZENDESK) Learn more at whisbi.com