46% of Frequent Shoppers Abandon Purchases Due to Lack of Immediate Answers
In a recent survey conducted by Gladly, a prominent AI platform specializing in retail customer relationships, it was found that a striking 46% of frequent online shoppers in the U.S. have chosen to leave a shopping site moments away from making a purchase. The primary reason? An unanswered question regarding their potential buy. Moreover, the survey, which polled 1,022 adults who regularly shop online, highlighted that 53% of these consumers decided against completing their purchases while awaiting answers from customer service.
According to Ali Fazal, Gladly's Chief Marketing Officer, the data underscores how critical timely and accurate responses are to closing sales. Shoppers who are ready to buy simply won’t wait around for information; they expect fast replies that keep their buying momentum intact. If they encounter delays or need to re-explain their issues, it not only risks the current sale but jeopardizes future transactions as well.
Interestingly, the survey reveals that daily shoppers exhibit a greater reliance on AI when making purchase decisions. A remarkable 71% of those who shop everyday reported utilizing AI technologies, like ChatGPT or Gemini, to guide their purchasing choices before even visiting a brand's website. The conversion rates from these AI traffic sources are also significantly higher, with Adobe Analytics reporting a 54% better conversion rate compared to traditional traffic sources.
Furthermore, most buyers (63%) can discern within their first interaction whether the brand's AI efficiently understands its products and customer needs. A considerable 30% claimed to be able to evaluate this after just one exchange. This reflects the growing expectation for brands to deploy AI solutions that are not only fast but also knowledgeable.
Customer service frustrations, however, remain a pressing concern. A substantial 38% of shoppers expressed that being transferred to another representative who requires a recounting of their previous queries is their top frustration. In fact, 56% have abandoned their shopping experiences due to such repetitive interactions. The implications are severe; a staggering 83% indicated they would be less inclined to shop with brands whose AI systems fail to escalate to a human when necessary, and a notable 32% would distance themselves entirely from such brands in the future. Shockingly, 35% have opted for competitors as a direct response to frustrating service experiences.
For those who shop daily, the aftereffects of poor AI interactions can lead to reduced spending; 59% reported spending less with brands after a series of frustrating experiences with AI, while 53% have actively advised their friends and family against brands because of unsatisfactory AI service.
In light of these findings, the research indicates that effective AI should be capable of handling detailed inquiries before a purchase, with 76% of daily shoppers favoring such features. Additionally, 61% expressed increased likelihood of completing a purchase if the AI could facilitate the transaction as well. Significantly, 49% felt a stronger sense of loyalty towards brands that provided positive AI engagements.
Gladly’s case studies have shown that chat functions driven by AI can also lead to conversions; one in five shoppers who engage with products in chat have added them to their cart within a month of using Gladly, contributing significantly to sales revenue.
The company recognizes the importance of maintaining control in customer interactions, even as personal AI agents, like Meta's Muse, start to shop with brands through chat and voice interfaces. These assistants are given the same customer verification processes as typical shoppers, ensuring a secure and controlled dialogue during their transactions.
Gladly supports industry-wide protocols like the Personal Agent Protocol and Personal Agent Consent Trust (PACT) to promote smoother and more trustworthy interactions. CEO Charlie Besecker emphasizes that as shoppers bring their own agents into the mix, brands must prioritize understanding their customers and providing direct answers to their inquiries.
To dive deeper into these insights, the complete report titled 'What Online Shoppers Really Want From AI' can be accessed through Gladly's platforms. This extensive research provides invaluable perspectives for both brands and consumers seeking an enhanced shopping experience.
The survey was conducted by Propeller Insights in July 2026, focusing on U.S. adults who engage in online shopping multiple times a month. The results carry a margin of error of +/- 3 percentage points, ensuring a high degree of accuracy in reflecting shopper behaviors across various age demographics, including Gen Z, Millennials, Gen X, and Boomers.
About Gladly: Founded in 2014 and based in San Francisco, Gladly seeks to transform retail customer interactions through its AI-powered platform, enabling continuous communication between customers and brands. With its extensive track record of over 450 million retail interactions, Gladly aims to enhance the shopping journey and has partnered with brands like Crate & Barrel, Ulta Beauty, Nordstrom, and HOKA.
According to Ali Fazal, Gladly's Chief Marketing Officer, the data underscores how critical timely and accurate responses are to closing sales. Shoppers who are ready to buy simply won’t wait around for information; they expect fast replies that keep their buying momentum intact. If they encounter delays or need to re-explain their issues, it not only risks the current sale but jeopardizes future transactions as well.
Interestingly, the survey reveals that daily shoppers exhibit a greater reliance on AI when making purchase decisions. A remarkable 71% of those who shop everyday reported utilizing AI technologies, like ChatGPT or Gemini, to guide their purchasing choices before even visiting a brand's website. The conversion rates from these AI traffic sources are also significantly higher, with Adobe Analytics reporting a 54% better conversion rate compared to traditional traffic sources.
Furthermore, most buyers (63%) can discern within their first interaction whether the brand's AI efficiently understands its products and customer needs. A considerable 30% claimed to be able to evaluate this after just one exchange. This reflects the growing expectation for brands to deploy AI solutions that are not only fast but also knowledgeable.
Customer service frustrations, however, remain a pressing concern. A substantial 38% of shoppers expressed that being transferred to another representative who requires a recounting of their previous queries is their top frustration. In fact, 56% have abandoned their shopping experiences due to such repetitive interactions. The implications are severe; a staggering 83% indicated they would be less inclined to shop with brands whose AI systems fail to escalate to a human when necessary, and a notable 32% would distance themselves entirely from such brands in the future. Shockingly, 35% have opted for competitors as a direct response to frustrating service experiences.
For those who shop daily, the aftereffects of poor AI interactions can lead to reduced spending; 59% reported spending less with brands after a series of frustrating experiences with AI, while 53% have actively advised their friends and family against brands because of unsatisfactory AI service.
In light of these findings, the research indicates that effective AI should be capable of handling detailed inquiries before a purchase, with 76% of daily shoppers favoring such features. Additionally, 61% expressed increased likelihood of completing a purchase if the AI could facilitate the transaction as well. Significantly, 49% felt a stronger sense of loyalty towards brands that provided positive AI engagements.
Gladly’s case studies have shown that chat functions driven by AI can also lead to conversions; one in five shoppers who engage with products in chat have added them to their cart within a month of using Gladly, contributing significantly to sales revenue.
The company recognizes the importance of maintaining control in customer interactions, even as personal AI agents, like Meta's Muse, start to shop with brands through chat and voice interfaces. These assistants are given the same customer verification processes as typical shoppers, ensuring a secure and controlled dialogue during their transactions.
Gladly supports industry-wide protocols like the Personal Agent Protocol and Personal Agent Consent Trust (PACT) to promote smoother and more trustworthy interactions. CEO Charlie Besecker emphasizes that as shoppers bring their own agents into the mix, brands must prioritize understanding their customers and providing direct answers to their inquiries.
To dive deeper into these insights, the complete report titled 'What Online Shoppers Really Want From AI' can be accessed through Gladly's platforms. This extensive research provides invaluable perspectives for both brands and consumers seeking an enhanced shopping experience.
The survey was conducted by Propeller Insights in July 2026, focusing on U.S. adults who engage in online shopping multiple times a month. The results carry a margin of error of +/- 3 percentage points, ensuring a high degree of accuracy in reflecting shopper behaviors across various age demographics, including Gen Z, Millennials, Gen X, and Boomers.
About Gladly: Founded in 2014 and based in San Francisco, Gladly seeks to transform retail customer interactions through its AI-powered platform, enabling continuous communication between customers and brands. With its extensive track record of over 450 million retail interactions, Gladly aims to enhance the shopping journey and has partnered with brands like Crate & Barrel, Ulta Beauty, Nordstrom, and HOKA.
Topics Consumer Technology）
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