Since WSI offers a great product called WSI Live Chat to help our clients increase their site conversion rates, I found this article very interesting - "How Helpful Is Live Chat?"
Touching on statistics from a survey conducted by Bold Software, eMarketer's article helps us understand how much of an effect live chat has on online shoppers' buying habits.
Here is a quick summary of the data:
- Buyers who had used live chat were more likely to make an online purchase at least once a week (40%) over buyers who did not (22%).
- Buyers who used live chat made a greater portion of their holiday gift purchases online.
- 2 in 10 live chat users did more than 75% of their seasonal shopping online, compared to 14% of those who did not use live chat.
- Buyers who used live chat have a higher customer retention rate than those that did not.
- - - 63% of live chat users said there were likely to return to the site.
- - - 62% of live chat users said they were more likely to purchase from a site again.
- - - 38% of live chat users said they made their purchase due to the live chat session alone.
For more details, check out the complete article on eMarketer.
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