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Study of 50 largest webshop responding fastest to customers via live chat

In late September, we studied the response times through the various communication channels of the 50 largest online retailers from the Twinkle Retail Top 100, which was published last week. We studied how quickly companies respond to questions or complaints from customers via phone, e-mail/contact form, Twitter, Facebook, and live chat. We then looked at companies who use at least 3 of these 5 channels. The study shows that Foppen E-tail responded the fastest, with an average reaction time of just over 15 minutes. This consumer electronics chain responded to an incoming e-mail within 45 minutes and via phone within 47 seconds. They responded the fastest via live chat, namely within 13 seconds. Wijnvoordeel ended in second place with an average of 18 minutes across all channels. The webshop that answers questions and complains the fastest via webcare is Coolblue, another retailer in the field of consumer electronics, with an average response time of 11 minutes via Twitter and 21 minutes via Facebook. The companies respond much faster on Twitter than on Facebook (2 hours and 44 minutes versus 5 hours and 18 minutes, respectively). A caller must wait an average of 1 minute and 39 seconds before speaking to […]
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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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5 great reasons why you should NOT have live chat on your site

Aug 03, 2017 by Anthony Carter Tags: live chat, webshops

Live chat is totally hot. Customers generally find it pleasant, companies find it convenient; it really benefits everyone. But not everyone is completely fond of the idea that it is possible to immediately solve problems, receive information, or have questions answered. Why is live chat becoming even more popular? It’s all about the directness it offers. Direct answers to direct questions that allows people to do their thing and not hang around. The annual Live Chat Effectiveness report of live chat software supplier Bold Chat shows that in the US, approximately 27% of people point to live chat as their favourite communication channel. This number is slightly lower in Europe, but it does increase every year. So from a business perspective, you can either consider the glass half full or – if your name is Negative Nancy – half empty. Is it:
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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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10 tips for generating new business

Gaining customers is very difficult, whether you are just starting out with your own business or have been in business for a while. Acquiring new leads is basically the hardest challenge for every company. So how can you generate new leads and gain new customers? There are many ways to gain new business, but you must be prepared to work hard for it and get out there to meet new people while investing time and money into your own marketing. Do not expect everything to just fall into your lap; that’s simply not how it works. Here are my top 10 tips on how to generate new leads: Do your homework Be prepared to get out there and meet as many new people as possible. If there are 30 potential customers in your region, visit them all. It may be exhausting, but you may very well gain 4 or 5 customers from it. Word-of-mouth advertising Tell everyone you know (friends, family, former colleagues) that you have your own business. Tell people about the services you offer and you will see that word-of-mouth advertising results in a few decent leads. If you have satisfied existing customers, ask them for referrals. Consider […]
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Why would you outsource live chat?

Outsourcing live chat can be an important decision, Outsourcing a part of your company is an important decision in and of itself. We understand this very well. However, to achieve the best sales for your business and create the best experience for your customers, you will need to consider outsourcing to experts. One of the areas of your company which we feel you should outsource is the management of live chat. This article addresses one of the main reasons why you should outsource live chat to a professional team of operators like ours. If you want even more reasons, simply start a chat with one of our operators and see how excellent they are. In the past, the phone was not always used as a sales and customer service tool. Once sales and customer service call centres first came onto the market, it was not about picking the right phone, but about hiring the right people to exploit the technology to its full potential. The phone itself did not generate additional sales or an excellent customer service; the employee using the phone did.
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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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Outsourcing live chat – an investment or a cost item?

Jul 18, 2017 by Anthony Carter Tags: Outsourcing live chat

For a company, live chat is a sales tool that offers many more benefits than just support and promotion of the company. You will be amazed to know that over 42% of customers prefers communicating via live chat when shopping online. Online businesses are increasingly recognising the value or live website support; that is why most entrepreneurs want it on their e-commerce website. Before you place it on your website, make sure you know that live chat is not just about software, but also about live chat operators. It sounds simple, but sometimes companies do not have the time, money, resources, and expertise to implement effective live chat on the website, and small errors can turn the live chat experience into a disaster. Outsourcing appears to be the solution, because you can easily get a team of live chat experts that can be trained to function as an extension of your existing customer service team. One might argue that outsourced live chat operators are a major cost item for the business, meaning an entrepreneur should not consider this option, but experts in business operations say that it is a cost item with a return, so it should be considered an […]
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Boost your live chat channel tips

Perhaps you’ve been using live chat for some time without achieving the results you’d originally envisioned. If so, there are a few things you can do, amongst which, leaving things as they are now. But, if you would like to optimise your live chat channel and achieve better results, continue reading, because below, we will tell you all about the best way to give your live chat channel a real boost. 
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