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Live Chat Effectiveness 2011
   
 
From the foreword by Lauren Freedman, President, the e-tailing group: There are two results in this research report to which retailers should pay careful attention, particularly if they haven't yet deployed chat for their business. Adoption is on the rise generally, and there is a significant population of website visitors who prefer live chat as a contact method, confirming my earlier discovery. It's only been a short time that consumers have truly been able to take advantage of live chat and to see that it is almost equal in preference to the telephone is exciting and transformative. The reason for its success certainly begins with greater deployment in the merchant community but more importantly with the positive experiences it delivers to shoppers. As you will see, live chat excels at both problem solving and providing product information, the bane of most shoppers' existence, and for information-centric categories such as technology, sporting goods and many others it's even more essential. Shopers rely on it for everything from questions prior to purchase, errors in the checkout process, and post-order follow-up.

 
 

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Research/Analyst Reports

NEW! Effective Mobile Engagement: This project is undoubtedly the most comprehensive primary research effort ever done on mobile engagement. This report, based on the survey results with nearly six thousand respondents across ten countries draws 5 critical conclusions for firms wanting to engage their mobile customers for either support or sales.
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Live Chat Effectiveness 2013:   In its fifth and final year, this report remains the gold standard in research on the efficacy of live chat technology, this year delving into its place in a multi-channel world. Download it today for a set of sound, salient and actionable data surrounding live chat technology.
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Aberdeen Group: Improving Engagement with Multi-Channel Service:  This document highlights the key business capabilities that support a Best-in-Class customer engagement strategy. Between September and October 2012, Aberdeen polled 162 business leaders of customer care and customer service.
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the e-tailing group: Chat with the Chatters:  In this white paper from the e-tailing group, the question of why some consumers prefer live chat is answered. Find out under what circumstances consumers chat and take a look at their experiences, satisfaction levels and their expectations.
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Live Chat in Support Environments:  Based on a primary research effort with more than three hundred companies who are active BoldChat customers, this report takes a close look at how live chat is used and measured in support settings.
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Live Chat Effectivness 2012:  The gold standard for research on the efficacy of live chat technology. In it's fourth year, we once again explore the attitudes that regular internet shoppers have toward live chat. Again, we find that 1 in 5 shoppers prefers to contact online merchants through live chat above all other methods.
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Email Management: Nurturing or Blowing Up Your Brand [Hornstein & Associates]:  Every year since 2001, Hornstein & Associates has conducted an email responsiveness survey. The results as of 2011 were an abysmal 34%. We asked Hornstein & Associates to challenge our customers and their competitors to an even more challenging task. Find out what happens when small- to medium-sized e-tailers are put to this task during the busiest time of year.
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Ante-Up: Live Chat a 'Must-Have' for Retailers [the e-tailing group]:  Based on intensive one-on-one interviews with 20 online merchants, Lauren Freedman (President of the e-tailing group) discusses the hurdles to live chat deployment and the best reasons that firms should work to overcome them.
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Live Chat Effectiveness 2011:  There are two results in this research report to which retailers should pay careful attention, particularly if they haven't yet deployed chat for their business. Adoption is on the rise generally, and there is a significant population of website visitors who prefer live chat above any other contact method.
Preview Research Report



Forrester: Taking Chat International:  While the experience of a successful chat implementation at home will provide valuable insight, the biggest risk to a successful international chat deployment is making assumptions that what is true in one market will hold true in another.
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