Web Chat Trends for 2014

February 19, 2014 Patrick Reynolds

Over the course of 2013, we saw a pretty dramatic increase in the use of web-chat software for e-commerce. It’s proven to be very cost effective, easy to install and very convenient. It allows retailers the opportunity to connect with customers at a great distance, but also multi-task by allowing Customer Service Reps to help more than one customer at a time. This has been exceptionally helpful at peak shopping times such as Black Friday and Cyber Monday. Web Chat has been a great boon to over-all customer satisfaction.  That was 2013!

What will be some of the trends for Web Chat in 2014?  One of the most prominent trends that e-commerce retailers are anticipating is a trend away from the more Reactive chats to a more Proactive chat.  Instead of waiting for the customer to ask a question, more and more websites will be approaching the customer with an offer to help.  Sites that currently take a more proactive approach have found that it has been helpful in engaging the customer and increasing the conversion rate of the website.

Another trend we are likely to see in 2014 is that of providing web chat on the social media page. Social Media is becoming an integral part of doing business daily, and Web Chat is expected to be seen on more and more social media platforms.  This allows businesses to respond to customer issues in real time.  Nothing compares to live support and web chat on social media will be a major tool in 2014 to provide that.

Web Chat will also promote mobile shopping in 2014. Web chat software mobile apps will allow retailers to assist their customers on the spot regardless of where they are, no need to be in front of a laptop or desktop.  The Web Chat mobile app is expected to see a huge surge in 2014.  This will require companies to ensure their websites can handle a multitude of gadgets.

Companies that are poised to adapt quickly to these 2014 trends will find themselves riding the wave of success, increased sales and greater customer satisfaction throughout 2014 and beyond.

Patrick Reynolds

Patrick Reynolds is the VP Partner Strategy for Etech Global Services and has 19 years of experience while working with Etech. Patrick has held variety of Leadership positons at Etech. His responsibilities at Etech includes leading Etech’s chat operations in the 4 Texas and the 2 India based locations.