Live Person

Sky: live chat helped to improve sales and customer service

Live chat is a common online customer service tool and it appears that consumers are becoming more comfortable using it.

We recently published some stats which show that 53% of UK online shoppers have used live chat, up from 41% in 2011.

Furthermore, 31% of online shoppers from both the US and UK said they would be more likely to purchase after using live chat. So aside from being a customer service tool, it also has the potential to be used as a sales channel.

BSkyB has been using LivePerson’s live chat tool on its website for sales and customer service for several years.

To find out more about the benefits of this service and when it should be deployed in the customer journey, I spoke to BSkyB’s director of e-experience Wendy Schratz…