Unified Communications Featured Article

Bold Software Releases Research Report on Live Chat Technology


May 24, 2011

Bold Software, a leading provider of world-class web communication tools, recently announced the third annual release of the industry's most comprehensive research on the effectiveness of live chat technology.

The research highlights various useful facts which help in better understanding of UK-based online shopper preferences and perspectives. The research shows that 1. 77% of UK respondents chose email as their favorite way to communicate with a merchant. According to another finding, 42% of UK shoppers are more likely to trust a website that offers live chat and prefer to shop at websites with live chat. Some other important facts outlined ion the research include:

The circumstances under which UK shoppers are mostly likely to initiate a chat session are service or support related.

However, depending on the type of product they're shopping for, between 24% and 37% of UK respondents said that live chat has a positive influence on purchase likelihood.

With regards to proactive chat receptivity, one in five UK shoppers gave the technology the highest rating possible.

Speed of response and quickness of the entire chat is very important to UK respondents, according to 83% and 75% respondents, respectively.

"We work with a significant number of e-tailers in the UK so it was important to take a closer look at the perceptions and effectiveness of live chat amongst the customers they themselves are likely to serve," said Bold Software President and CEO Steve Castro-Miller, in a statement. "We learned that while UK shoppers aren't as likely to initiate a chat for sales interactions on their own, they had quite an interest in being proactively invited to chat. High traffic ecommerce sites in the UK might have hundreds or even thousands of visitors a day just waiting to be invited into a chat interaction, presenting a significant opportunity for online merchants to impact conversions."

Bold Software LLC, is a leading provider of world-class web communication tools designed to help businesses improve online support and increase sales. Using Bold Software's live chat, click-to-call, email management, and active co-browsing tools, businesses can quickly and effectively engage visitors on their website.


Rahul Arora is a unified communications contributor. He has worked as an editor and freelance writer for several reputed organizations in India. To read more of his articles, please visit his columnist page.

Edited by Rich Steeves




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