Ante-Up: Live Chat a 'Must Have' for Retailers [the etailing group]
In today's retail climate merchants must deliver superior service 100% of the time and technology like live chat affords just such an opportunity. With a consumer culture seeking immediate gratification in their everyday lives, it is not surprising that instant information via live chat would be desirable. Live chat is a technology that the e-tailing group has monitored with strong interest over the last five years. Annually we mystery shop 100 merchants and have been surprised, and somewhat dismayed, to see the penetration of live chat grow only incrementally to 42% penetration among these leading merchants.
While there is some year-over-year growth we continue to question why more rapid adoption of this technology among retailers has not come to fruition. The results from this research effort provide even more evidence that live chat can deliver excellent customer satisfaction coupled with significant ROI, and while many etailers tell us that live chat is on their website roadmap we again wonder why it's not universal. After initially embracing live chat...
Sign up for access to our resources section to download the PDF.
Research/Analyst Reports
Live Chat Effectiveness 2013: In its fifth and final year, this report remains the gold standard in research on the efficacy of live chat technology, this year delving into its place in a multi-channel world. Download it today for a set of sound, salient and actionable data surrounding live chat technology. Preview Research Report
Aberdeen Group: Improving Engagement with Multi-Channel Service: This document highlights the key business capabilities that support a Best-in-Class customer engagement strategy. Between September and October 2012, Aberdeen polled 162 business leaders of customer care and customer service. Preview Research Report
the e-tailing group: Chat with the Chatters: In this white paper from the e-tailing group, the question of why some consumers prefer live chat is answered. Find out under what circumstances consumers chat and take a look at their experiences, satisfaction levels and their expectations. Preview Research Report
Live Chat in Support Environments: Based on a primary research eff ort with more than three hundred companies who are active BoldChat customers, this report takes a close look at how live chat is used and measured in support settings. Preview Research Report
Live Chat Effectivness 2012: The gold standard for research on the efficacy of live chat technology. In it's fourth year, we once again explore the attitudes that regular internet shoppers have toward live chat. Again, we find that 1 in 5 shoppers prefers to contact online merchants through live chat above all other methods. Preview Research Report
Email Management: Nurturing or Blowing Up Your Brand [Hornstein & Associates]: Every year since 2001, Hornstein & Associates has conducted an email responsiveness survey. The results as of 2011 were an abysmal 34%. We asked Hornstein & Associates to challenge our customers and their competitors to an even more challenging task. Find out what happens when small- to medium-sized etailers are put to this task during the busiest time of year. Preview Research Report
Ante-Up: Live Chat a 'Must-Have' for Retailers [the etailing group]: Based on intensive one-on-one interviews with 20 online merchants, Lauren Freedman (President of the etailing group) discusses the hurdles to live chat deployment and the best reasons that firms should work to overcome them. Preview Research Report
Live Chat Effectiveness 2011: There are two results in this research report to which retailers should pay careful attention, particularly if they haven't yet deployed chat for their business. Adoption is on the rise generally, and there is a significant population of website visitors who prefer live chat above any other contact method. Preview Research Report
Forrester: Taking Chat International: While the experience of a successful chat implementation at home will provide valuable insight, the biggest risk to a successful international chat deployment is making assumptions that what is true in one market will hold true in another. Preview Research Report
Live Chat Effectiveness 2010: The second year for our comprehensive study with regular Internet shoppers reveals surprising findings about proactive chat, and the demographics of chatters. Preview Research Report
Live Chat Effectiveness Supplement: The Bad Chat Effect: This sub analysis was conducted in order to answer a simple question: "Is having live chat - regardless of the quality of its implementation - simply better than not having it at all?" Preview Research Report
Live Chat Effectiveness 2009: The inaugural research study means to understand the true efficacy of live chat. Does it drive sales? Does it help retain customers? Preview Research Report
Schedule a Demo
Gain Access
Read More
See BoldChat in action, click below to schedule a demo.
