Live Chat Statistics – New Research Report
We’ve just completed the most recent and comprehensive primary research study on the effectiveness of live chat ever conducted. Why did we do it? Well, we already know that live chat can drive sales and reduce support costs – many of our customers have shared data with us showing the impact our technology has had on their businesses. But many internet retailers we speak with who don’t have live chat are skeptical about it.
We thought we would take a two pronged approach to delivering the highest quality information about the fact that live chat really works.
Prong #1 – From the Consumer’s Viewpoint
Our research with more than 250 regular internet shoppers was conducted using a third party opt-in panel of respondents. The results, quite frankly, are astounding. The 15 page report explicates all the data and draws 5 individual conclusions that every e-tailer must know about live chat software. Let me say here, however, that the overall conclusion is simply this: If you’re not using live chat these two things are true:
- Extremely valuable prospects are slipping through your fingers, and
- Your competitors who use live chat are building strong and lasting relationships with their customers that you won’t be able to overcome.
Sure, sure – I work for a live chat company; I’m supposed to say this. Don’t take my word for it. Read the report yourself.
Prong
#2 –Successful Uses of Live Chat
When you download the study, you’ll have access to several customer case studies which all show how live chat software has boosted sales and reduced costs. You’ll learn about one customer that shut off their phones in favor of live chat and email. The result? They are growing faster than ever. Crazy? Not when you consider one of the findings of the research report. The report shows that for a variety of different scenarios, “calling an 800#” was never the preferred communication method of respondents. That’s right – never.
These case studies are automatically sent to you when you download the research report: The Effectiveness of Live Chat Technology: A survey of internet shoppers, 2009.