New e-tailing group report: In-depth interviews with shoppers

Download Now Learn why, in their own words, shoppers prefer live chat. In this new research from the etailing group, Lauren Freedman provides a two-pronged analysis of live chat technology. Starting with the quantitative results of the etailing group’s proprietary mystery shopping and merchant survey reports, the paper sets the stage for a qualitative exploration based on one-on-one interviews with shoppers. The etailing group assimilates the comments from 15 in depth interviews in order to present the six most compelling reasons why some consumers prefer live chat interactions above any other communication method. WHY SHOPPERS CHOOSE CHAT: Chat empowers shoppers Shoppers can multi-task Chat provides instant gratification Chat works in multiple scenarios Avoid inconvenient or annoying alternative methods Chat, ironically, is ’ole fashioned The paper ends with a quick punch list for retailers who may be considering a live chat deployment. Download “Chat with the Chatters” now. BoldChat, powered by LogMeIn, Inc. 2024 N Woodlawn, Ste 350 Wichita, KS sales@boldchat.com www.boldchat.com

 

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[New Report] Boost customer satisfaction w/live chat technology

Live Chat in Support Environments Active in social media and use it to support customers who contact us through social media Monitor social media and encourage contact through other channels Monitor social media, but don't actively engage with customer Don't monitor or participate in social media Based on a primary research effort with more than three hundred companies who are active BoldChat customers, this report takes a close look at how live chat is used and measured in support settings. The report, “Live Chat in Support Environments” concludes that customer satisfaction is the most important metric in use today, live chat can have a positive influence on satisfaction, certain live chat features contribute to a firm’s ability to achieve high levels of satisfaction, and that maintaining these levels will become increasingly challenging as customers request support through an increasing number of channels. The report was based on survey data: Completed by more than 400 respondents representing more than 300 unique companies. The respondents were from all over the world with a majority (83%) being from North America, 10% from Europe, and the remaining 7% from elsewhere. The respondents were from companies of all sizes – from small mom and pops to international enterprises. This report is free to download and can help businesses better understand how to improve customer satisfaction through chat. Download Live Chat in Support Environments today. BoldChat, powered by LogMeIn, Inc. 2024 N Woodlawn, Ste 350 Wichita, KS sales@boldchat.com www.boldchat.com

 

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The Guide to Improving Your Marketplaces' Performance

How to Measure Your Success on eBay, Amazon and Buy.com 4 Essential Tips to Improve Your Performance on Marketplaces Understanding your online performance is essential to achieving better online results. Measuring your success on eBay, Amazon and Buy.com will enable you to reinvent your selling experience, transforming you into a better online retailer. This eBook lays out four reasons why optimizing your reporting on marketplaces will help you get ahead. Learn how to: Understand your seller rating and reputation Effectively identify your top-selling products Learn from retailers who have won the Buy Box And much more.

 

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