.IE and Retail Excellence Web Health Report

Live Chat Live Chat is a vital tool for businesses and its popularity is growing in both B2B and B2C markets. 73% of people consider live chat the best way to communicate with a business. However, usage of Live Chat on REI member websites is at a very low level. Unsurprisingly, large companies (600+) have the highest levels of adoption, with the telecoms category leading the way. Top 5 categories using live chat % adoption n UX Company size % of live chat adoption 0-20 21-100 101-250 251-600 600+ 13% 17% 22% 12% 37% Key takeaway Consider using Live Chat to support customers and boost conversion rates. Research found that companies report a 49% hike in conversion rates within two years of using Live Chat. Websites are often the first touchpoint prospective customers have with a product or service, and their experience with it will inform their opinion of a brand. It only takes the average person 50 milliseconds to form an opinion on a website’s visual appeal. For this reason, UX, or User Experience, which is focussed on trying to fulfil the user’s needs, should be front and centre when designing or updating a website. In addition to design flow, it is important for websites to offer convenience through helpful, user-friendly functionality. Telecoms Health, Beauty Department Store Homeware, Giftware Tourism 50% 47% 45% 36% 25% Most popular applications are Zendesk and Shopify Chat Use of live chat 14% Yes 86% No 4