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Fear of Proactive Chat Unfounded According to Research by Bold Software
Date:5/4/2010

Majority of Retail Shoppers View Proactive Chats as Helpful

Wichita, KS, (PRWEB) May 4, 2010 -- Bold Software recently announced the second annual release of a report detailing the industry’s most comprehensive research on the effectiveness of live chat technology. That study, combined with the company’s recent benchmarking analysis, shows that not only does proactive chat increase conversion likelihood, but that a majority of website visitors find invitations helpful. 52 percent of the online shoppers participating in the survey were receptive to receiving proactive chat invitations during their shopping experience. For those who reported spending in excess of $150 per average transaction, 72% were receptive.

“This is our second year taking a granular look at live chat effectiveness, and we wanted to provide ecommerce sites with specifics around proactive chat,” said Bold Software President and CEO Steve Castro-Miller. “It’s not uncommon for us to hear from retailers a belief that adding proactive chat invitations will be intrusive to the online shopping experience for their visitors. We had an opportunity through our research to add the shoppers’ perspective on things. In line with the qualitative data we know about our live chat customers in particular, the quantitative data also found proactive chat was a help to shoppers. Beyond that, the data showed us some powerful details around proactive chat best practices that we can use to counsel customers.”

Proactive Chat Findings
The primary research project coupled with the benchmarking analysis reveal some compelling facts about proactive chat:

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