16 February 2015
Adding Live Chat Software – Big Brands are Switching
Although live chat software is a relatively new channel it is growing in popularity with brands and evolving into a dedicated support and communications channel online. Although many of the early adopters have been in the US, businesses in the UK are also beginning to take notice of the trend.
Even though live chat software is still in its infancy in some respects, 65% of US shoppers have used live chat online. The figure is slightly lower in the UK, at 53%, but one can expect this percentage to increase quire rapidly over the next 12 -24 months.
The reasons are clear to understand.
Of those that have used online chat software, 31% felt they’d be more likely to make a purchase after its use, indicating the overall positive experience of using the software.
Live chat software can be used differently depending on the type of business concerned. Some online retailers make live chat software a prominent part of their site with the chat feature permanently available for browsers to use. When coupled with live video it’s a seamless experience for the user, similar to a phone call or Skype chat, except that you don’t have to leave the site to make a call. This makes it very easy to seek some advice and complete a purchase in the same browser session, which is perfect for ecommerce sectors such as clothing, gifts or electricals.
Sky has been a relatively early adopter of live chat software in the UK. Their online chat asks a couple of pre-qualifying questions prior to connecting with an operator. Live chat software works extremely well for Sky due to the complexity of the purchase. Users often have a large number of different selections to consider such as channel packages, delivery, TV/Broadband installation and pricing. With this degree of complexity, online chat software serves to put the customer’s mind at rest as well as explaining technical queries that may arise. Although different to retail, it shows how live chat software is an excellent tool for a different kind of online channel.
The best online chat software is highly customisable which means you can select the type of installation that fits your business.
This includes look and feel/brand imagery, video/personalisation and how the live chat software effectively operates. The key is to make it work for your business by choosing the right software from experienced suppliers.
Click4Assistance has been providing online chat software since 2004. Our experienced team can guide you through the options and set up the software to best serve your business. To find out more contact us today. Click here for further information.