Digital leaders in the Nordics 2018 – 50 % has chat service on their site!
Magenta Advisory has released their yearly study on the Digital Leaders in the Nordics. Digital leaders in the Nordics 2018 is a study that assesses maturity across six dimensions: digital marketing, digital product experience, e-commerce, e-CRM, mobile, and social media. Only the highlights are presented on the Nordics level and more actionable insight is available through country specific reports.
The reports can be downloaded at the end of this article.
50 % of the Digital Leaders in the Nordics have made use of chat services on their website
Finland, Sweden and Norway all have a thing in common: Chat Services
50 % of the Digital Leaders in the Nordics have made use of chat services on their website and digital commerce in 2018. This is a significant increase from 2017 (about 1/3 of the Digital Leaders).
Half of the big players in the Nordics have now set their strategy to include actual real-time communication with the website visitor.
Digital leaders in the Nordics 2018 – Key findings
The availability of chat service on the site has been taken seriously in Digital leaders in the Nordics 2018 -study. It is included in two set of dimensions; E-commerce and Digital product experience. Customer engagement with live chat service is considered as a “must-have” for every Digital leader in the Nordic.
In the implementation of live chat on site, focus has been set correctly on its major advantages in up- and cross-selling. Not juts as part of the customer service.
…major advantages in up- and cross-selling
Also chatbots were included as a metric in the report, but the usage (only few %-points) gives a clear idea on how effective it has so far been. Chatbot is not yet capable of overtaking human in sales work.
Few of the Finnchat clients have also made it to the Digital leaders in the Nordics 2018 -list with high marks in E-commerce and Digital product experience -dimensions.
Since year 2013 the use of chat services have been growing not only by numbers but also by different use-cases of them. Measuring them only by sales achieved is long gone and the benefits in other parts of the customer journey are recognised.
What do you think? What would be the next benefitting field from conversational commerce?