Introducing the new Netomi Chat Widget

Chat Widget

Nearly 70% of consumers expect live chat support and it’s currently the preferred channel for consumers between 18-49 years old1. Over the last few years, live chat has emerged as a must have customer communication channel for sales and support. 

To help companies meet customers on their preferred channels, we’ve launched a new, highly customizable chat widget which can be easily deployed. The Netomi chat widget allows companies to use Netomi’s powerful chatbots for customer service to provide immediate resolutions to over 80% of routine questions in seconds. This immediate support increases customer satisfaction, decreases resolution time and deflects tickets from more costly channels. 

Discover the key questions to ask when scheduling a chatbot demo.

Live Chat Statistics: Why offering live chat is critical 

Live chat as we know it today emerged in 1998 as an alternative to phone and email support2. The benefits of live chat are vast: convenient, immediate, synchronous support. It eliminates hold times associated with phone support, and responses from email tickets. 

Just how popular is live chat today? Consider these live chat statistics: 

  • Live chat is what people expect and meets the expectations of customers
    • More than 41% of customers expect a live chat window on your website3
    • 51% of customers want businesses to be available 24/74 
    • More than half of all customers prefer to chat with someone in real-time and online, rather than call a company for support5
    • 79% of customers say they prefer to chat with agents purely because of the immediacy it offers compared to other channels6 
  • Live chat is what the kids are doing
    • 63% of millennials prefer to have their basic customer support queries answered via a live chat widget vs. traditional channels7 
    • 61% of customers under 24 admit that they purposely avoid calling companies, and 60% of millennials prefer live chat to traditional media8
  • Live chat can drive repeat business and unlock revenue  
    • There is a 10% increase in the average order value from customers who engage in a chat before making a purchase, than those who do not use chat5  
    • 63% of customers agree that they are more likely to return to a site if they have the possibility of talking to a representative via live chat9
    • 79% of companies report that the presence of live chat has positively impacted their sales, revenues, and customer relations1 
    • Companies that use live chat see there was a 3.84% increase in conversion rates, with a 6% overall lift in revenue5 
  • Your competitors are using live chat 
    • By 2022, about 85% of businesses are expected to opt for live chat support1
    • Live chat is expected to continue to grow by as much as 87% in the next 12-18 months5  

Learn more about companies using chatbots for customer service.

The benefits of Netomi’s chat widget 

The newly launched Netomi chat widget offers companies many benefits, including: 

Mani Makkar

Mani is a product marketer at Netomi where he works at the intersection of product, marketing and customer success. He has worked in media marketing at Sony Pictures as well as an A/B testing startup, VWO. He loves to read and write about all things marketing.

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