A website live chat provider claims research shows that the facility significantly influences activity amongst users of websites on which it exists.
US research firm Forrester claims 38 per cent of online consumers in a survey earlier this year said their decision to purchase a range of products online was influenced by a live chat session; some 44 per cent believe that live chat is one of the most important features a website could offer; while 57 per cent of online consumers say they may abandon their purchase if they cannot receive rapid answers to questions.
“We have seen an increase in new business, happier customers, as well as direct savings on our marketing spend. We are also seeing a sharp uplift in valuation enquiries and consequent instructions” claims Simon Bradbury, director of Cambridgeshire agency Thomas Morris Sales and Lettings.
“Our first lead came through at 11.16pm on a Tuesday evening, just a couple of hours after launching web chat for the first time. We have also secured mortgage leads, although few consumers contact us about finance. Our web chat operators have had conversations with first time buyers and have been able to find out if they have a mortgage in place” he continues.
Bradbury says the firm has reduced spending on local newspaper advertising as a result.
The research was cited in a press release from Yomdel.
Last week Connells Group announced it would continue with its experimental live chat facility after seeing a significant rise in valuation bookings and call-backs outside working hours.
Connells started using a web chat system operated by software firm Giosg last year and claims feedback from users has been “extremely positive”. The software identifies owners with pro-active chat and encourages them to book a free market appraisal.