The Benefits of Live Chat to Your Website
Many online shoppers now use the chat tool on websites and e-stores answer their questions and get more information about potential purchases. Over the past 3 years that number has grown increasingly and a study has revealed that having a live chat sales tool is now an e-commerce must-do.
More Online Shoppers and Websites are Using Live Chat
65% of online American shoppers use live chat.
53% of online UK shoppers use chat.
52% of shoppers in 2008 found that the websites they frequent don’t offer live chat.
31% of shoppers in 2012 said that their favorite e-stores don’t offer live chat.
Why Live Chat is More Useful to Shoppers
79% feel that live chat brings quick answers to their questions.
51% like to multitask while chatting.
46% feel that live chat brings more efficiency to a conversation.
1 in 6 shoppers favor using live chat because it provides personalized information.
Top 5 Reasons Shoppers Use Live Chat:
1. Need Help Finding an Item
2. General Questions
3. Checkout Errors
4. Comparing Products of Interest
5. Asking for Promo Codes
56% who prefer chat are more likely to make a purchase from a website containing that feature and 31% of internet shoppers will most likely purchase from a site that offers live chat. Live chat can enhance the experience of your potential customers and influence their overall purchasing decision. It brings a more personal aspect to your website that your visitors will appreciate as more and more companies opt for automated robots to answer their questions. Having live chat will bring more credibility and raise your conversion rates as people prefer to speak with other people when they have questions regarding your products and/or services.
