WOBURN, Mass., April 4, 2012 (GLOBE NEWSWIRE) -- LogMeIn Inc. (Nasdaq:LOGM) and the e-tailing group, an e-commerce consultancy, today announced the fourth annual release of the BoldChat Live Chat Effectiveness report, a comprehensive collection of research on the effectiveness of live chat technology in eCommerce. The blinded study surveyed over 2,000 regular online shoppers in the United States and United Kingdom about their attitudes, opinions and behaviors towards live chat during their online shopping experience. The report, which shows chat adoption continuing to grow in the US and UK, also reveals declining use of email, the most prevalent eCommerce communications method, as a preferred means of interacting with merchants online.
A full copy of the report is available on the BoldChat website.
The research found that one in five shoppers prefers live chat more than any other communication method and that these live chat "fans" typically have a higher household income than average and spend more online per year than other shoppers.
Additional key findings from the research include:
"Our 2012 findings show that live chat continues to grow and is a powerful communication channel for both service and sales, and that the population that prefers to use chat over all other contact methods is a key one for websites," said Steve Castro-Miller, VP, Chat Products, LogMeIn, Inc. "New for the 2012 research was an explicit look at social media's role as a desirable and preferred communication channel for online shoppers. Not surprisingly, the numbers suggest a typical early adopter trend, as 2 percent of the US shoppers and 3 percent of UK shoppers cited social media as their preferred channel. We believe that number will increase over time at the expense of less efficient channels, like email, as both merchants and shoppers further embrace social channels."
Lauren Freedman, president of the e-tailing group, discussed the survey methodology and provided industry insights as part of the report's foreword. Freedman commented, "Urgency is the operative word for today's consumer as they continue to look for ways to shop smarter, find answers quickly and solve routine problems in seconds. They are looking for anywhere access and the human element (no automated bots), and when comparing chat to both email and phone find chat much more effective."
About the e-tailing group
the e-tailing group is a niche e-commerce consultancy that helps merchants deliver the right customer experience on their websites and across all of their channels while adeptly assisting technology companies to create and execute go-to-market strategies that simultaneously educate the retail community and deliver cost-effective thought leadership and lead generation. For more information, visit www.e-tailing.com.
BoldChat, a LogMeIn customer care product, is a market-leading live chat offering that enables businesses to quickly and effectively engage visitors on their websites to improve online support and increase sales. The BoldChat solution is offered in different editions and includes other integrated communications technologies like click-to-call, email management, SMS management, and co-browsing. Organizations of all sizes – from small proprietorships to large ecommerce enterprises – can drive more conversions and higher customer satisfaction by using BoldChat. Customers include 3M, American Cancer Society, Corel, Dean & DeLuca and ViewSonic. For more information, visit www.boldchat.com.
About LogMeIn, Inc.
LogMeIn (Nasdaq:LOGM) provides essential cloud-based services to individuals, businesses, and IT organizations for remote access, collaboration, customer care, and remote IT management. These services are used by more than 15 million people to quickly, simply and securely connect over 150 million internet-enabled devices across the globe — computers, smartphones, iPad™ and Android™ tablets, and digital displays. LogMeIn is based in Woburn, Massachusetts, USA, with offices in Australia, Hungary, India, Japan, the Netherlands, and the UK.
The LogMeIn, Inc. logo is available at http://www.globenewswire.com/newsroom/prs/?pkgid=6574
LogMeIn and BoldChat are trademarks of LogMeIn in the U.S. and other countries. iPad and iPhone are trademarks of Apple Inc., and Android is a trademark of Google, Inc. in the U.S. and other countries around the world.
CONTACT: Craig VerColen LogMeIn +1-781-897-0696 firstname.lastname@example.org