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Live Chat Gaining Ground with UK Shoppers

Posted on 5.17.2011

Bold Software, a leading provider of world-class Web communication tools, has announced the third annual release of the industry’s most comprehensive research on the effectiveness of live chat technology. For the first time, a part of the research sought to better understand UK-based online shopper preferences and perspectives.

“We work with a significant number of e-tailers in the UK so it was important to take a closer look at the perceptions and effectiveness of live chat amongst the customers they themselves are likely to serve,” says Bold Software president and CEO Steve Castro-Miller. “We learned that while UK shoppers aren’t as likely to initiate a chat for sales interactions on their own, they had quite an interest in being proactively invited to chat. High traffic ecommerce sites in the UK might have hundreds or even thousands of visitors a day just waiting to be invited into a chat interaction, presenting a significant opportunity for online merchants to impact conversions.”

The research uncovered the following:

1.    77 percent of UK respondents chose email as their favorite way to communicate with a merchant.
2.    The circumstances under which UK shoppers are mostly likely to initiate a chat session are service- or support-related.
3.    However, depending on the type of product they’re shopping for, between 24 percent and 37 percent of UK respondents said that live chat has a positive influence on purchase likelihood.
4.    42 percent of UK shoppers are more likely to trust a website that offers live chat and prefer to shop at websites with live chat.
5.    Speed of response (83 percent )and quickness of the entire chat (75 percent) is very important to UK respondents.
6.    With regards to proactive chat receptivity, one in five UK shoppers gave the technology the highest rating possible.

Download the full report to learn more about the UK findings.

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