The eCommerce market is worth $3.5 trillion globally and accounts for around 10% of all retail sales. And whilst the market continues to grow at a rate of 15% per annum, so does the cost of customer acquisition and customer retention which, research shows, is a direct result of the lack of communication between Retailers and their Customers.
Today, 89% of Customers stop buying or change Retailers due to poor customer service, most of which, Customers say, could be solved by direct communication.
The gap is widening and the current solutions – chatbots, emails, live chat, call centres – still keep the customer at arms-length, shuffling them from agent to agent and still lack direct communication with the Retailer.
The initial opportunity is to solve this problem for the 6 million active mid-sized eCommerce Retailers who simply cannot afford the problem that poor customer communication causes.