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.
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…