Like a flesh and blood salesperson, the latest chat platforms constantly analyse your ‘digital body language’ or behaviour to see if you look like you could use help. Perhaps you’ve paused for a long time on a page, hovered over the ‘buy now’ button without clicking it, or stalled at the crucial point at the check-out when you’re asked to enter your credit card number.
The latest statistics from BoldChat suggest that 65% of American and 45% of European online shoppers have used live chat. In New Zealand and Australia those figures are much lower at 38%. For some reason we’ve been slow to latch on to live chat as a way of accessing service.
There are a number of reasons that shoppers choose to use live chat, including:
- They can’t find an item
- They have a general question
- They are experiencing some sort of error
- They need advice when comparing different products
- They are struggling with a promo or discount code
All five of these reasons can negatively influence a purchase decision. And, all five of these issues can be easily handled by a competent chat agent, thereby facilitating a sale. Customers who can’t get the support and help they need during their online purchase experience will be forced to use another channel (phone or email) or move to a competitor’s site.
A recent study by econsultancy.com shows that 31% of shoppers are more likely to buy from a website that offers live chat. Not only is chat a fast, efficient method of communication, it means you can offer the same brand experience and personal service online that you do in store, and for a lot less, as your agents are able to handle multiple requests for assistance within a short time frame.