LivePerson, the leading provider of cloud mobile and online business messaging solutions, reported a record amount of growth in messaging communications through its platform during Cyber Weekend, the five-day period between Thanksgiving and Cyber Monday.
There was a 188% increase in first-time messaging conversations since 2016, indicating the rise of messaging as a customer service tool that is preferred over calling 1-800 numbers and transforming how people communicate with businesses. Recent data shows that millennials prefer text messaging as their first choice of communication across almost every industry.
LivePerson’s data also shows significant growth in mobile interactions, which are up 72% percent since last year. As consumers become more reliant on mobile devices for day-to-day interactions and purchases, it’s becoming more important that retailers provide an intuitive way to shop and receive customer support where they are spending most of their time.
While many consumers were deal hunting online on Black Friday, most ignored their bank account balance. Traffic for retail sites increased by 210% compared to the Friday prior while banking only saw an 88% increase in traffic. Deal seekers also took this opportunity to benefit from discounts on luxury items. Site visits throughout Cyber Weekend for luxury retail were up 200% from the week prior, compared to an increase of 157% for non-luxury retail.
“Cyber Weekend is critically important to companies doing business online, as it sets the stage not only for holiday shopping and ecommerce, but also for the customer service trends that we’ll see over the course of the year,” said Robert LoCascio, founder and CEO of LivePerson. “The significant growth in messaging this year, especially on mobile, illustrates a clear change in the way that consumers expect business to be conducted online.”
Reports show that Cyber Monday broke records as the greatest online sales day in history, but Black Friday also continues to expand its footprint. Typically a shopping holiday in North America, data shows that Black Friday is now just as popular in the EMEA region. Website traffic rose 28% on Black Friday in EMEA compared to the Friday prior.
“To ensure customer satisfaction, companies need to provide great service interactions, along with the trust that the online experience won’t be interrupted by downtime during moments of high traffic, no matter which part of the globe customers are shopping,” said LoCascio. “The LiveEngage platform maintained 100% uptime throughout these key shopping days, underscoring its position as the premier business-to-consumer messaging platform for major brands.”