Mobile captured 18.5% of Black Friday and Cyber Monday digital spending, comScore says.
In another measure of online shopping activity, online customer service company LivePerson Inc. says it hosted a record number of digital engagements, such as live chat sessions, on Cyber Monday. “In addition to the record-breaking number of engagements and chat interactions, LivePerson saw a dramatic increase in visitor traffic across its network, which was up 38% from last year,” the company says.
Online retailer and LivePerson client Moosejaw LLC, No, 268 in the Top 500, says live chat plays an important role in keeping customers happy during the peak season. “Our customers demand immediate and personalized assistance online, and live chat is a key means to deliver the experience they expect, especially during the holiday season,” says Chad Caudill, Moosejaw’s director of customer service and warehouse operations.