19 February 2015 | 4943 views

Website Chat Software produces happier shoppers in the long-term

Website Chat Software produces happier shoppers in the long-term

A recent survey conducted in the US has suggested that website chat software enabled websites have a better chance of producing a positive experience amongst consumers.  The survey, conducted across businesses and websites that were experienced in using online chat software to handle customer queries and services produced a positive rating of 86% overall.

This is a slight increase on a similar survey conducted 2 years ago which received a positive rating of 85%

However, this shows that website chat software is now maturing as a customer service model and is capable of achieving consistently high approval ratings.

The survey pool by Livechat Inc in the US was a large sample and used data from 3,300 online businesses over a 3 month period.  In total, 14 million online chat software interactions were analysed with data taken from established live chat operations that were frequent users of the software.  A large cross-section of data was gathered from business sectors such as health, government, education, pharmaceuticals, finance and ecommerce.

A large proportion of the website chats analysed were from the retail industry, traditionally a strong and widespread user of website chat software with users seeking special offers, answers to quick product queries and delivery times.  One interesting point to note was that the average chat engagement time per session increased by approximately 2 minutes from the previous report.  This is an indication that consumers are now more comfortable using website chat software and see it as a natural vehicle for customer support online.  It also possibly indicates that online chat software now tends to be available site-wide rather than just on the contact section or page.

Included in the survey were also businesses in the UK

They also reported similar results as in the US with live chat sessions of a similar length and a positive feedback rating just below that in the US – at 82%.  Website chat software was deemed slightly more popular and effective for B2C businesses over B2B, although some businesses used it for both channels.  B2C businesses tended to be heavier users of online chat software and had the highest approval ratings for customers.

Click4Assistance has been providing website chat software for B2B and B2C businesses in the UK since 2004.  To find out more and see how online chat software can promote your customer service channels, contact us for further details.  Click here for further information

Popular Blogs

4 Sep 2018

The Ultimate Guide To Live Chat Software

Everything You Need To Know About Live Chat Software Integration And Why You Need It

Read more
17 Nov 2016

Card One Banking’s Success with Live Chat on Website

Card One Banking is an independent company that has provided current accounts and payment services since 2007. 

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!