Do you offer live chat on your mobile website? If not, you are likely missing out on conversions.
In fact, a new study commissioned by Moxie Software reveals that 62 percent of respondents expect live chat to be available on mobile devices, and 82 percent of those respondents would use the feature. The study, which surveyed more than 2,100 U.S. residents, also found that 75 percent of respondents prefer live chat over making a phone call to speak with a customer service agent.
The study's data suggests that companies have an opportunity to provide a better experience and improve customer satisfaction by offering live chat on both the traditional and mobile Web. For example, the study found that 72 percent of respondents said they were satisfied or very satisfied with their customer support experience when shopping online, but that number increased to 92 percent when live chat is used on a mobile device. Fortunately, there are many options for retailers looking to offer live chat on their mobile sites, including TouchCommerce, BoldChat, Workface and the newly released Moxie Chat.
"Today, people have their mobile phones with them at all times and they are primarily using them to research information, message family and friends and engage with apps," said Nikhil Govindaraj, VP of products, Moxie. "Moxie Chat provides consumers with the fast and simple experience that consumers demand. Our customers now have the ability to design the chat experience to align with their brands and execute specific campaigns that resonate with a growing base of mobile device users."
With Moxie Chat, retailers can offer a chat experience across devices, including tablets and smartphones. The solution features geo location capabilities so customers can share their location with chat agents, as well as enables consumers to browse and chat simultaneously on mobile devices. Plus, customers can share files through chat and are reconnected to sessions if they lose service or need to answer a phone call.
It is also important to note that Moxie Chat provides agents with customer data so they can personalize chat sessions, including the customer's device information and the Web pages being viewed. Moreover, enterprises can create a branded chat interface and can leverage Moxie's mobile SDK to integrate live chat into their native iOS apps.