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Online-Handel: Servicewüste oder -oase?

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Beratungsansprüche verschiedener Konsumententypen in unterschiedlichen Branchen

Die Studie des ECC Köln in Zusammenarbeit mit iAdvize nimmt Online-Beratungsservices in den Blick. Das Ergebnis: Online-Shopper nutzen überwiegend traditionelle Angebote – innovative Services wie Click-to-Chat sind jedoch auf dem Vormarsch. Frauen und Männer haben unterschiedliche Serviceansprüche.

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Online-Handel: Servicewüste oder -oase?

  1. 1. Online-Handel: Servicewüste oder -oase? Beratungsansprüche verschiedener Konsumententypen in unterschiedlichen Branchen Online-Handel: Servicewüste oder -oase? Beratungsansprüche verschiedener Konsumententypen in unterschiedlichen Branchen Ausgewählte Ergebnisse der Konsumentenbefragung Juli 2014 Ausgewählte Ergebnisse der Konsumentenbefragung Juli 2014 ECC Köln in Zusammenarbeit im iAdvize ECC Köln in Zusammenarbeit im iAdvize
  2. 2. So nutzen Konsumenten Online-Serviceangebote
  3. 3. 70% ! werden gerne beraten n=482 63% ! kaufen nur, wenn Sie beraten wurden
  4. 4. 41% ! haben Bedenken beim Online-Kauf 53% ! empfinden den Online-Kauf als riskanter als den stationären n=482
  5. 5. Zufriedenheit in den unterschiedlichen Kanälen 51% 59% 61% 70% 75%
  6. 6. Gründe für die Nutzung der Kanäle Schnelligkeit Einfachheit Gewohnheit Gute Erfahrung Click to Chat Service Hotline E-Mail Kontaktformular FAQ 0 % 20 % 40 % 60 % 80 %
  7. 7. Präferenzen verschiedener Konsumententypen und die Rolle der Branchen
  8. 8. 84% n=482 76% legen Wert auf Usability
  9. 9. 85% wünschen eine schnelle Problemlösung sind mit der Schnelligkeit zufrieden n=482
  10. 10. Sie möchten mehr Informationen zum Online-Kundenservice in Echtzeit und den Unterschieden zwischen Konsumententypen und Branchen? ! Laden Sie die Studie zum Online-Handel: Servicewüste oder -oase hier herunter, um alle Ergebnisse zu sehen zum Download-Formular
  11. 11. ∫∫ n°1 Fnac Cdiscount Pixmania Rue Du Commerce Redoute Boulanger Conforama Monoprix Sony Darty Grosbill Decathlon Der persönliche Online- Kundenservice in Echtzeit ! über ! Click to Chat Click to Call & Click to Video Amaguiz Direct Assurance Malakoff Mederic Groupama BNP Parisbas Cofinoga Axa Bank Banque Populaire Monabanq. Sofinco Boursorama Soon Air France Center Parcs Europcar Hotel B&B Voyages SNCF IDTGV Air Caraibes Arbeitsamt (FR) Post (FR) Suchtberatung (FR) Numéricable Leader in Frankreich über 1000 Kunden

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