Why webchat? The stats speak for themselves

Why Webchat?

We've helped two of our clients implement webchat a couple of months ago. They have already invested in driving traffic to their websites. By showing site visitors some TLC and demonstrating high levels of customer service, they will, increase engagement, generate more sales leads and thus derive more ROI from that investment. We’re encouraging others to take the same step and there’s a mass of research to support this recommendation:

• Kayako reported that 79% of businesses said that implementing webchat resulted in increased customer loyalty, sales and revenue.

• Goinflow noted that there was a 3.84% increase in conversion rates, with a 6% overall lift in revenue.

• ICMI found that website visitors that engage with your company via webchat are worth 4.5 times more than visitors that don’t.

• Forrester noted that there was a 10% increase in the average order value when reviewing the sales from customers who engaged in a chat before making a purchase, than those that did not use chat. The same study uncovered that webchat leads to a 48% increase in revenue per chat hour and a 40% increase in conversion rate.

• A study by AMA found that webchat can be used effectively throughout the customer journey, including an improvement in:

  • Marketing awareness (+29%)

  • Early-stage sales development (+32%)

  • Post-sales customer support (+39%)

Webchat, in its simplest form, can be implemented quickly, easily and inexpensively so if you’d like to explore this as an option for your business, give us a shout.