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.

This growing affinity for live chat mirrors a 2010 Bold Software survey that found that once a shopper used lived chat, more than two-thirds of these consumers actively look for website that provide it. In addition, 77% of those who used live chat agree that the channel positively influenced their attitude about the retailer who offered the channel.

The delivery of live chat has a lot to do with its success however. Featured here are 7 best practices for offering a superior live chat customer experience: Read More

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.  Read More