When consumers go through the buying process, some users claim they have a concern or a question, and when they can't get the answers to their questions, they become frustrated and abort the buying process. Many of these consumers would like to instantly contact a customer service representative before they click to purchase their items. Dataquest analysts said there needs to be instant communication available with a customer service representative. If consumers can have their questions answered immediately, such as by instant e-mail response or telephone contact over the Internet, more consumers would be comfortable purchasing the item while on that particular Web site. While security issues are a concern to some users, it doesn't stop them from making a purchase online.
Some users continue to express apprehension over privacy issues.
The Dataquest survey found that for those who did not place an order online, nearly six in 10 had a concern with the privacy of their personal information. Many shoppers would like to know how companies are using their personal information. Because of the success of these products, the Internet is positioned for the purchase of more expensive items. This information is provided as part of Dataquest's e-Business and Internet programs. These programs are designed to help senior executives, strategic planners and investors capitalize on emerging opportunities by providing research and analysis on electronic commerce and Internet marketplaces.