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Study: Live chat used more often than web care by large web shops

In late September, we investigated the use of different communication channels by companies in the Twinkle Retail Top 100, a list of the hundred largest online retailers in the Netherlands that was published last week. We looked at the different possibilities for customers to contact the retailers via their websites: phone, e-mail/contact form, webcare (specifically Twitter and Facebook) and live chat. The study shows that 25% of these webshops are available for questions or complaints via live chat and 19% via webcare. Twitter is used 50% more often than Facebook. Not surprisingly, 99% are accessible by phone and 97% by e-mail or a contact form. What stands out is that webcare is far from being used everywhere. Although every webshop from the Twinkle Top 100 has a Facebook or Twitter account, not every company actively responds to statements about that business. But in recent years, we have seen the use of webcare, but also live chat, take flight. I predict that in 5 years, every webshop from this list will offer the possibility of contacting them via live chat and webcare, just as contact via phone or e-mail is possible everywhere. Customers expect to be able to contact companies in […]
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10 ways to generate leads

Sales leads are an essential part of the marketing process. A steady flow of good quality leads, if properly handled, can lead to a regular flow of orders and ensures that entrepreneurs can plan ahead for confidence. This article contains 10 popular, effective ideas for lead generation that you may want to add to your marketing arsenal. Why would you do this? Many small business owners make the mistake of focusing heavily on 1 or 2 lead sources. The problem with this approach is that if one of those lead sources is depleted, you are in BIG trouble. It is much better to develop a wide spread of inbound sales leads. So, let’s get started!
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2014 study: 42% of studies websites are not available via live chat during the day

During the first two weeks of this month, we have studied the availability of live chat on 108 Dutch websites. These websites, ranging from webshops and online travel agencies to company websites from various industries, all offered live chat to their visitors in that period. This study showed that live chat was offline during the day on 42% of the websites. In many cases, the website indicated that no employee was available online. It surprises me that more and more websites are indicating they have live chat, but that the employees of those companies are not available. It is like being a customer walking into a store, but nobody is there to help you. It seems that the companies behind these websites do not have sufficient staff to continuously operate the live chat. Of the studies websites, almost three quarters were not accessible via live chat in the evening, while during the weekend, as much as 88% were inaccessible.
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