What percentage of shoppers abandon purchases on ecbeing's e-commerce sites when unresolved?

44.5% of shoppers abandon purchases when their questions remain unresolved on e-commerce sites according to ecbeing's survey.

Which brand conducted the survey revealing 88.7% chatbot user dissatisfaction?

ecbeing conducted the survey that revealed 88.7% of chatbot users are dissatisfied with current AI support.

What is the exact dissatisfaction rate among chatbot users in ecbeing's study?

The exact dissatisfaction rate among chatbot users in ecbeing's study is 88.7%.

How many users stop buying on e-commerce platforms if queries are unanswered by ecbeing?

44.5% of users stop buying on e-commerce platforms when queries are unanswered, based on ecbeing's findings.

What year did ecbeing release the survey about unresolved customer queries?

The article does not specify the release year of ecbeing's survey on unresolved customer queries.

44.5% of Shoppers 'Abandon Purchase' When Questions Remain Unresolved on E-commerce Sites

Published Jun 9, 2026 11:00 AM ・ Updated Jun 14, 2026 2:26 PM ・ 4 min read ・ Source: PR TIMES

A survey by ecbeing reveals that 44.5% of users abandon purchases when they cannot resolve their queries on e-commerce sites. With 88.7% of chatbot users dissatisfied, there is a clear demand for improved AI support.

ecbeing, a provider of e-commerce site construction platforms, conducted a survey on chatbot and AI chat usage among 254 individuals with e-commerce shopping experience.

The survey found that 44.5% of respondents 'abandoned their purchase' and 18.1% 'switched to other e-commerce sites or competitor services' when they could not resolve their queries. Furthermore, 65.7% of users have previously given up on an inquiry, citing reasons such as 'inconvenient inquiry process,' 'unclear contact information,' and 'outside business hours.'

Meanwhile, 88.7% of those who have used chatbots or AI chats reported some form of dissatisfaction, highlighting the need for improvements in response accuracy, context understanding, and usability in existing solutions. Additionally, 61.8% of respondents indicated an interest in consulting with a chatbot or AI before making a purchase, underscoring the strong need for better pre-purchase support.

Unresolved queries on e-commerce sites can lead to purchase abandonment, loss of customers to competitors, and lost inquiry opportunities. ecbeing offers 'AI DIGITAL STAFF,' an e-commerce-specific AI chatbot that supports 24/7 availability, high-precision responses, and seamless handover to human agents, helping improve the customer inquiry experience.

[Key Findings] 1. 55.5% search for 'FAQ/help pages' first: Consumers prioritize self-service. 2. 65.7% have given up on an inquiry: Primary reasons are 'inconvenient,' 'unclear channel,' and 'business hours.' 3. 44.5% 'abandon purchase' when queries are unresolved: Unresolved issues lead directly to lost sales. 4. 88.7% of chatbot users feel dissatisfied: Keyword matching has limitations in understanding intent. 5. 61.8% wish to consult AI before purchase: High demand for resolving questions regarding 'product comparisons' and 'shipping/return policies.'

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Source: PR TIMES
Category: Survey
Products / services: ecbeing / AI DIGITAL STAFF

44.5% of Shoppers 'Abandon Purchase' When Questions Remain Unresolved on E-commerce Sites

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