SleekFlow: 55 Percent Consumer Potentially Cancel Online Shopping Transactions If Chat Is Not Responded

Illustration of online shopping (photo: Unsplash)

JAKARTA - The omnichannel social commerce SleekFlow platform recently released an online shopping behavior report in 2023 entitled Indonesia Online Shopping Behavior Report 2023.

In the report, SleekFlow found that whether or not the service of an agent is responsive and the duration of replying to consumer messages is two important factors that determine whether the buyer's transaction at the store is successful or canceled.

This fact is evidenced in a report, where as many as 55 percent of consumers have the potential to cancel online shopping transactions if agents are not responsive in replying to chats. In fact, 77 percent of consumers hope to get a response from customer service in less than 2 minutes.

The research also found some interesting data such as 48 percent of consumers will ask sales agents, customer service or admin before deciding on purchases, and the majority of consumers who always ask agents before buying are more than 30 years old.

Consumers feel the need to contact agents to ask for updates on products such as description details, stock availability, and product photo details. Interestingly, female consumers need communication with agents to consult on more detailed products.

The three types of products that most need customer service fast response services, according to SleekFlow research, include electronics, fashion, health (such as medicines), and household needs.

Regional GM of ASEAN SleekFlow, Asnawi Jufrie said that his party made this report because many of its clients from retail trading often discussed insights into how consumers expect when shopping online.

"For this reason, the results of this report can be used by MSME business people to large companies as an insight in the development of the sales process so that they can record more optimal conversions," said Asnawi.