Chat increases the trust of customers in an online store
Customers who make use of the chat service are as much as 40 percent more likely to trust the online store than customers who don’t make use of chat in their dealings. This is apparent from Finnchat’s study report. Over 7,200 customers of large Finnish online stores replied to our survey.
Chat services have clearly increased recently in online stores, but there are still many customers who have not used chat at all. When these people can be provided with a good customer experience the first time around that stays in their mind and a report of good service is passed on. This is also to do with the fact that, as found in our study report, chatters are as much as 47.5 percent more likely to recommend the online store than customers who do not use chat.
These are significant figures for companies that want to invest in the customer experience.
More sales and repeat purchase intentions
In addition to improving the level of trust, chat is a significant tool for increasing the sales of an online store as well. The average purchase of customers who use the chat service is as much as 37 percent larger than that of other customers. Chat customers are 28 percent more likely to intend to carry out repeat purchases from the online store than non-chatters.
When we combine the level of trust that chatting customers have in the online store that is higher than that of other customers, their willingness to recommend, larger average purchases and repeat purchase intentions, it’s safe to say that customers who use chat are the best customers from the point of view of an online store.
In a hectic online world, chat brings the customer the important experience of being in control of their own purchase process, as chat service agents can be consulted for the information required to support the purchase decision without being hassled.
In the near future, chat may already be a standard service on any website whatsoever and customers, too, will be able to expect it. If help for queries is not easily and quickly obtainable, the purchase process is more likely to be left uncompleted. For that reason, it’s extremely important that the chat service is kept worthy of the customers’ trust.
Finnchat’s study report about the effect of chat on sales, customer experiences and attitudes was published on Tuesday 24.3. In the report, the key results of the wide-scale survey we carried out last year have been collated and there is also analysis of the differences between customers who use chat and those who don’t.