Consumers Intolerant Of Ecommerce Failures

Around 87 percent of consumers conducting transactions online have experienced problems according to a survey commissioned by Tealeaf and conducted by Harris Interactive.

"Companies doing business online must pay attention to their customers' experiences and help them to succeed, or risk losing them entirely. The only way to understand issues, improve conversion rates and better serve customers is to have visibility into everything that happens on your online channel."

Bad customer service from companies led to a second wave of abandonment with 52 percent of consumers ending their business relationship with a company entirely and another 72 percent who stopped doing business entirely or decreased the amount of business they do with a company, or filed a complaint with the Better Business Bureau.

"The risk of abandonment is escalating not only after initial online transaction problems, but also for those who try to remain loyal, because contact centers are fundamentally ill-equipped because they lack the visibility to adequately address the concerns of website customers," said Ward.