23 February 2015 | 5095 views

Retailers Should Switch to Web Chat Software

Retailers Should Switch to Web Chat Software

Although web chat software adoption is growing steadily in the UK, it is still used by a relative minority of online retailers.  A recent report by Idealo estimated that only 14% of UK retail stores were using web chat software, compared to 18% across Europe. The slower uptake in the UK is, however, a surprising statistic. 

Live chat software is a natural development for online retailers and one that UK stores should be looking to implement more fully in 2015.  It gives internet stores the opportunity to provide 1-2-1 customer service directly at the point of sale and to avoid shopping cart abandonment wherever possible. 

This makes it a perfect fit for retail stores and an excellent alternative to more traditional forms of customer service

Even though web chat software receives great plaudits and recommendations wherever used, UK stores have remained slightly reticent on its usage – favouring instead the more traditional forms of contact such as email/contact form or telephone.

Research suggests retailers would benefit most from adding live chat software because of its high feedback ratings and also because of the fast-paced nature of internet shopping with many alternative stores available for many products.

Web chat software has been shown to outstrip both email and telephone for ease of use and customer satisfaction giving those retail stores that have implemented it a significant advantage.  This is despite a general lack of widespread usage amongst internet shoppers – with just 24% having used it to discuss customer service queries.

The suitability of a web chat widget for retailers is clear to see when analysing the reasons why customers that have used it rated it so positively.  Among the biggest reasons are its immediacy and speed of response to questions, the ability to multi-task i.e. continue to browse while chatting as well as its overall efficiency and ease of use.

Web chat software also has a further significant advantage for retailers with customers abroad who may be reluctant to telephone.  The opportunity to converse in real time to customers abroad is a real boon for international retailers.

If you’re thinking about live chat software for your retail business, contact Click4Assistance today for a no obligation quote.  Click here for further information.

Popular Blogs

1 Jun 2023

What countries is ChatGPT banned in?

ChatGPT is banned in most of the world’s dictatorships, plus, surprisingly, Italy, which introduced controls in March 2023.

Read more
4 Jul 2013

How to Greet Customers using Online Chat Software

How you choose to greet a customer is hugely important and conversations when using online chat software is no different to those on the phone or in person.

Read more
22 Feb 2018

Securing Your Live Chat Integration to Comply with GDPR

The countdown is ticking away until organisations must be fully compliant with the General Data Protection Regulations (GDPR) that take affect from 25th May 2018.

Read more

Find out more

Live chat dashboard with chat window example

Live chat

Learn how live chat can help empower your organisation.

Find out more
Coni chatbot live chat support Arti AI for live chat business support

Chatbots & AI

Learn how chatbots and AI can help you engage with your audience.

Find out more
integrated omnichannel communications

Omnichannel

Connect with your audience using multiple omnichannels.

Find out more

Discover more

Want to see how live chat can work for your organisation?

See examples of web chat and chatbot implementations for your industry. Be inspired by how other companies in your sector use live chat!

Download web chat and chatbot examples for your industry

Embrace new ways of engaging with your audience!