GoResponse Telephone Answering Service Staff

Webchat volume continues to grow

Laptop & MobileNew research has shown that the use of webchat continues to grow, with call centres in Britain now handling around 250 million conversations each year. The “UK Contact Centre Decision-Makers’ Guide” reported that the past 12 months have seen a 60 per cent rise in webchat use.

With many telephone answering services diversifying their channels, webchat is one of the obvious places to expand into. For the years between 2011 and 2014, webchat communication between agents and customers has grown from 0.7 per cent to 2.7 per cent of all inbound traffic. That’s an increase of almost 300 per cent. Meanwhile, 40 per cent of those responding to a survey said they already used webchat, whilst another 28 per cent plan to do so in the future.

Steve Morrell, author of the latest guide, said: “With the huge growth in online shopping, research and self-service, there is a need to offer customers and prospects a live service channel in cases where the browser needs assistance.”

He added that webchat has a number of advantages, including the fact that customers can get instant information instead of waiting hours or days for an email response. In addition, because the tool is flexible and quick, it allows people to multitask instead of having to drop everything they are doing to make a call.

With so much growth in recent years, it might be in a call centre’s best interest to look into webchat integration if they haven’t already done so.

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