Does Ecommerce Business Really Need Live Chat? Statistics

DOES ECOMMERCE BUSINESS REALLY NEED LIVE CHAT Forrester found, that 44% of online consumers say that having questions answered by a live agent while in the middle of an online purchase is one of the most important features a website can offer. FASTEST GROWING ECOMMERCE IN 2013, 41.3% USERS, PE BUT IT IS EXPECTING 46.4% IN 2017 Current e-commerce statistics state that 40 % In 2012, it was In 2017, it expect of worldwide internet users have bought products or goods online via desktop, mobile, tablet or other 225.5 billions 434.5 billions online devices Advantages of having a live chat option on your website 1 2 3. Customer Quick Satisfaction Personalization Response Live chat has the 90% of customer highest satisfaction levels for any customer service channel, with 77& of people contact with a real person before making a purchase, and over half say that the lack consider live chat helpful (according to an ATG Global 73% compared with 61% of interaction has for email and caused them not Consumer 44% for phone. to purchase. Trend study) 4 5 Cart Cost Abandonment Reduction Multi Task 31% are receptive Live chat is Live Chat agent typically 1/4th the cost of to proactive chat can chat with offers and multiple clients are glad to know help is available to them a phone and also do other task but it's not possible via phone call. services 47% 47% of online shoppers are more like to make a purchase if the could talk to live online assistant Increase Conversion Rates Sources http://www.forrester.com/rb/Research/making_proactive_chat_work/q/id/57054/t/2 http://www.emarketer.com/Ărticle.aspx?R=1007235 http://www.statista.com/statistics/261676/digital-buyer-penetration-worldwide/ https://econsultancy.com/blog/63867-consumers-prefer-live-chat-for-customer-service-stats/ tagove Made by www.tagove.com