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Live chat a route to improve conversion in e-commerce
17/02/2010
E-commerce websites looking to improve their conversion rates will be interested to read about some statistics related to live chat.
Incorporating live chat into an e-commerce website could be a way to improve conversion rates.
Bold Software, which makes live chat software, surveyed websites that use its products, finding out how it has impacted their business.
The report found that a quarter of the businesses said that, of those customers they engaged with using live chat, over 40 per cent converted into an active lead or sale. Half the businesses reported at least a 20 per cent conversion rate.
Bold Software president and chief executive Steve Castro-Miller described the utilisation of live chat solutions at a cost-effective way of improving the online experience for customers.
He added: "Time and time again, we've seen the hard evidence that human contact drives business.
"Integrating communication tools such as live chat software into the website design facilitates the human interaction that people want."
Live chat can either be done in-house using special software, or out-sourced to other firms, who will then handle the customer's needs.
Bold Software, which makes live chat software, surveyed websites that use its products, finding out how it has impacted their business.
The report found that a quarter of the businesses said that, of those customers they engaged with using live chat, over 40 per cent converted into an active lead or sale. Half the businesses reported at least a 20 per cent conversion rate.
Bold Software president and chief executive Steve Castro-Miller described the utilisation of live chat solutions at a cost-effective way of improving the online experience for customers.
He added: "Time and time again, we've seen the hard evidence that human contact drives business.
"Integrating communication tools such as live chat software into the website design facilitates the human interaction that people want."
Live chat can either be done in-house using special software, or out-sourced to other firms, who will then handle the customer's needs.