Friday, February 7, 2014

Why do online retailers need live chat?

Just 14% of UK online retailers offer live chat as a customer service channel.

In a recent survey by idealo, only a small number of UK retailers offered live chat as a customer service channel, and in the rest of Europe, an average of 18% of retailers offered access to live chat.

The most popular method of contact from the survey is by writing, with an average of 91% of all online shops offering contact via email or contact form. Although I’m surprised this figure isn’t even higher.


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