Live chat’s bubble is on the rise in 2012, according to a new study of more than 2,000 US and UK online shoppers. LogMeIn and the e-tailing group have released the Fourth Annual BoldChat Live Chat Effectiveness report which shows one in five shoppers prefer online chat over any other communication method and that those who do prefer chat have a higher than average income and spend more online per year than other shoppers.
Other key statistics from the report include:
- Live chat adoption continues to grow: Nearly two thirds of shoppers (65.5%) have engaged in a live chat session while shopping online, up from 57.5% in 2011.
- UK shoppers’ use of chat is on the rise: Use of chat amongst UK shoppers has grown significantly in the past year from 41% having engaged in a live chat session while shopping in 2011 to 59% having engaged in a live chat session in 2012.
- Support and/or customer service are the most popular entry point to chat while shopping online: Of shoppers who have used chat, 42% indicated that their first use of chat was for a support or customer service question, by far the most popular response.
- Live chat fans appreciate the multi-faceted nature of chat: 79% prefer it because their questions are answered immediately, while 51% prefer live chat because they can multitask.
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