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BizReport : Ecommerce : May 04, 2009
BoldChat: Live chat fosters positive vibes among online shoppers
Over three-quarters of U.S. shoppers surveyed for BoldChat's research into the effectiveness of live chat technology said the most common reason for initiating the service was when experiencing problems during check-out.
Of course, difficulties at the check-out wasn't the only reason why online shoppers initiated live chat - others included asking questions about a product, price or service, inquiring about sales specials and following up on orders already placed.
But how effective is live chat? Recent reports appear to show that live chat increases sales conversions, aids customer service and forges relationships. BoldChat's research, in particular, found the mere fact that a website offered live chat fostered a positive influence in over half (58%) of online shoppers' and their decision to make a purchase.
The findings also revealed that the most common reason for initiating live chat was if the shopper had difficulty during the check-out process.
Both scenarios illustrate the importance of a live chat service throughout the entire sales cycle - from website selection through to order tracking.
Currently, not many online shoppers are using live chat, and not many online retailers are offering it. However, it is more accepted among the younger generations who are more comfortable with communicating via SMS and online chat than voice so retailers seeking the young and technology-savvy as customers are well advised to provide live chat options.
BoldChat concluded that online retailers could see improved sales by connecting their online shoppers with another human being to hand-hold them through their concerns. In particular, they advise retailers should make chat available on every page (ensuring wait times are clearly displayed), remind callers to voice services that live chat is available and even combine special offers with live chat invitations.
BoldChat's findings, "Live Chat Effectiveness 2009", can be downloaded (.pdf) free-of-charge from their website.
Tags: BoldChat, checkout, customer service, live chat, sales conversions, sales cycle, SMS, voice services
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Comments
Helen, We're encouraged by the research and appreciate your help in getting the word out - not only does live chat work, its what online shoppers and customers increasingly reach for as their communication method of choice. Steve Castro-Miller President www.BoldChat.com
Posted by: Steve on May 5, 2009 17:17
We are happy customers of BoldChat. It has helped us provide better customer experience to more customers that we could not do with just the telephone. With the built in reporting and survey, we are able to address issues they would have been lost otherwise.
Posted by: Anh on October 23, 2009 21:43