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Customers Prefer Live Chat Over Phone & E-mail

Tanya Stanfield
Live Chat

Online retailers like AT&T and Comcast have figured out what everyone from college dorm residents to cubicle dwellers have known for years: chatting online is convenient, easy and popular. A recent survey conducted by Bold Software shows that live chat is fast becoming the preferred method of communication among online shoppers – ahead of phone or e-mail. This is no surprise, given today’s fast-paced culture. Most importantly, regular and affluent shoppers seem to prefer e-commerce sites with live chat functions. Sixty-eight percent of those who identified themselves as weekly shoppers and 66 percent of those who spend more than $1,000 on a single purchase are more likely to buy a product or service from sites with live chat. The survey also indicates a loyalty effect among 72 percent of those who have used live chat in the past. The results also suggest that live chat is especially useful during the following scenarios:

1. When order processing errors occur.

We’ve all encountered technical problems when shopping online once or twice in our lives. Forcing customers to wait around for support staff to return e-mails or endure endless hold music over the phone is sometimes enough to kill repeat business. Live chat is a great way to solve ordering issues and make life easier for your customers.

2. When customers want to check an order status.

Again, we live in a culture that doesn’t like to wait. Customers can easily access live chat to check the status of their order, without picking up the phone or sending an e-mail.

3. When customers have general questions about products or services.

Even the most concise product descriptions and comprehensive FAQ pages sometimes fail to cover all of the bases.  Live chat is a great way to answer those random questions that stand between customers and their purchase. Live chat software might be something to consider if you are expecting a high volume of sales during the fast-approaching holiday season. Do your research before deciding if it’s right for you.




About the Author

Tanya Stanfield

Tanya Stanfield is an integrated marketing specialist. With seven years of combined public relations and interactive marketing experience Tanya currently helps a variety of organizations throughout the country boost their brand profile, both online and offline.

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