By now, you’ve heard from live chat vendors telling you that live chat is the best way to create efficiency in your sales and customer service offerings. And without a doubt this is the case. Features like multitasking, auto assignment and canned responses are just a few of the ways live chat can benefit your bottom line.
However, one factor that isn’t normally addressed in these discussions is, do consumers actually use live chat? Or do they even like it? Let’s take a look at a few stats concerning both the usage and preference as they relate to live chat software.
Growth of Use
The first question you’ll need to ask yourself in regards to implementing live chat is, do people actually use it.
Recent studies have shown t hat not only are consumers engaging in live chat, that number is actually growing as time goes on.
As early as 2009, over 50% of US based online consumers said they had engaged in live chat at least once, and by 2012, that number had risen to over 65%. With well over half of all website users accepting this technology as a legitimate form of communication, not having live chat is actually missing the boat.
Along with these usage statistics, over 30% of online shoppers surveyed said they would be more likely to purchase after engaging in a live chat, and that number increases to over 50% among those who prefer live chat over other forms of communication. That leads us into a discussion about preference.
Consumer Communication Preferences
During the same survey of US based online consumers, over 20% of those polled stated they prefer live chat to other forms of communication. As compared to alternatives such as telephone (23%) and social media (2%), the numbers behind chat are quite compelling.
Based on these statistics, a business could potentially be missing out on over 20% of it’s target consumers, based on not having implemented live chat alone.
Among those polled, nearly 80% stated the reason they preferred live chat was the ability to have their questions answered quickly, while 51% like the ability to multitask while chatting. From this we see that the benefits of efficiency not only relate to the business side of the equation, but also the consumer side.
So now we have both sides of the story, and both are equally as compelling. Live chat not only creates more effectiveness and efficiency in your sales and support system, but also creates a significant opportunity for business growth and consumer satisfaction.
It is estimated that these numbers are only going to continue growing. Can your business afford not to implement live chat?