According to a recent study it has been observed that there has been a significant growth across the UK and US with more than 65% of American on line shoppers being engaged in live chat, while the figure is slightly lower in UK but still growing.
The proliferation of social channels have given the liberty for communication with customer service representatives in real time.
Time is the key factor which has increased the number of live chat fans. Of those who prefer live chat, 79% said that they did so because they get their questions answered easily and quickly and 46% were convinced that it was the most efficient communication method.
As live chat is on a rise, there is a prominent group of on line shoppers keen to communicate this way. So it is the responsibility of the retailers to ensure that there live chat capabilities are as visible and useful as they need to be.
Proactive invitations to live chat have received a positive feedback from the customers with 66% being either “receptive” or “appreciative” of the customer service team taking the initiative of making the first move.
The live chat also introduce incentives that could entice the prospective live chatters to become engaged. There were 57% of consumers who said proactive invitation would indeed be a big help while 80% said that a offer like “free shipping” is quite a lucrative offer and strong enough to draw to draw live chatting there and then.
Live chat can be more appealing to users when it comes to seeking particular and precise information and sellers can view it as a good channel which can help to increase the chance of conversions.
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