eMarketer highlights Bold Software research on the value of live chat
Live chat helps convert browsers into repeat online buyers, according to an article published today in eMarketer, a leading technology research website.
Using proprietary research from Bold Software, eMarketer found live chat “very helpful” for e-commerce sites. In fact, live chat was the preferred customer service option for questions about order status, promotions, shipping or cheaper services, the article said.
Live chat is valuable for “inducing shoppers to make a purchase and getting those purchasers to return to the site,” eMarketer noted.
There’s an even bigger upside, the article said: the fact that people who engage in chat return to shop is “a particularly important point during the recession, when customer retention is crucial.”
The article also included research that indicates some browsers prefer phone contact for certain types of customer service, especially when it comes to very complicated transactions. We agree. That’s why we created BoldCall Express specifically for these types of calls. We’ve found that real estate agents, doctors and lawyers are succeeding with click-to-call.
Want the full scoop? Read eMarketer’s live chat article here.
Download the most recent research on live chat effectiveness here.