Lauren Freeman, President of the e-tailing group (a niche e-commerce consultancy), published a white paper to share the findings of consumer rationale for using chat. Studies were undertaken to determine the “who, what, where and why” behind consumers’ choosing to use an online chat feature.
Online retailers have much to be gained by implementing the best of the live chat experience into their business. It can be concluded that the six core reasons online shoppers choose to use live chat are multi-faceted:
Shoppers feel special and empowered when they use live chat
Strong expressed strong feelings of appreciation for chat’s availability to solve a problem when sought on their own terms.…Continue reading