58% of shoppers say they are more likely to purchase from websites that include live chat.
This research effort was conducted in order to address the following questions about the efficacy of live chat. Many retailers believe that having live chat is a meaningful advantage in their market. In a recent study of companies using live chat, over 70% indicated that they believed the technology put them ahead of their competition. This study is interested in uncovering how effective live chat can be. Does it play a role in conversions? Can any link be drawn between its use and the lifetime value of those it engages? The report also includes data regarding best practices for those firms who already employ live chat.
More than 250 regular internet shoppers were surveyed in this effort using an opt-in, third party panel. While Bold Software, LLC funded the research, their name and all product/trademarked names under their control were never transparent to the participants. The goal of this effort was to investigate the overall benefits of live chat software – not to investigate one particular provider.
Thanks for sharing this live chat research with your readers. The findings here confirm a direct correlation between the availability of live chat on a retailer’s site and a growth in sales for online retailers.
One thing we’d like to note is that the link to Bold Software’s site is currently incorrect. Please note that the Bold Software site is http://www.boldsoft.com. Thank you.
Ann Marie Ricard
Tier One Partners for Bold Software
Ann Marie:
I am going to run a quick launch of the software and discuss with a few of my clients. Having the ability to discuss with your client ‘live’ their needs, questions and wants is better than anything. With so many wanting to shop anon; I believe this gives the business an opportunity to make an impact with the consumer.
Thanks so much, I’ll edit the link