Posted by Terry Gibson on August 7, 2014 at 11:49am
1 in 5 website shoppers prefer live chat
A survey of 1,000 regular online shoppers revealed that live chat is the preferred communication method for 20% of consumers. Those who prefer live chat are more likely to buy frequently, live in households with higher annual incomes, and be between 31 and 50 years old.
Drive more site conversions and higher AOV
Chatters are four times more likely to convert than a regular website visitor, and average order values (AOV) are typically 25% higher. During in–depth interviews with online businesses, the e–tailing group heard directly from merchants that live chat positively impacted every single website metric.
Drive down support costs
Live chat also makes sense in a support setting. The asynchronous nature of chat, combined with an agent's ability to handle more than one text-based communication at once, delivers a near–immediate return to the bottom line.
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