Danes' digital behavior is changing – how do you keep up?

In this article, we will look at the trends in the Danes' digital communication through a Megafon survey and data from Weply, which delivers a 24/7 personally staffed chat to websites. Since the company was established in 2013, its digital chat tool has handled over 12 million online interactions and helped over 2,000 companies convert traffic into customers.

1. Chat is the Danes' preferred communication channel

A Megafon survey from 2021 shows that chat is the Danes' preferred form of communication.

45 % of Danes in the age group 18-59 prefer chat as a form of communication; if you look at the age group 18-29, the figure is 67 %. 100 % of Danes prefer to chat when they have questions about companies' websites.

Even more convincing is that 49 % of Danes will visit the competitor's online stores if they are still waiting to contact a company through their preferred form of communication. If your company still needs to set up a chat tool on your website, you risk losing many potential customers.

2. More than half of customer inquiries come outside the 9-16 window

Is it necessary to be available to your customers outside normal office hours: 9 am to 4 pm?

If you look at the data from Weply's Megafon survey, "When the Danes chat," there is no doubt. Only 49.4 % of all customer inquiries occur between 9 am and 4 pm on weekdays.

If customer support in your company is only available during this time, there is a risk that you will miss more than half of the customer inquiries. If you extend your availability by 2 hours and thus answer customer inquiries from 8-17, 5 days a week, you still only intercept 61.7 % of possible customer inquiries.

3. Monday has the most chat activity of all days

Monday is the day with the most chat activity. Here, 17.4 % of all customer inquiries come – evenly distributed between 8 am and 9 pm, with a slight decrease in the number of questions from 6 pm onwards.

Although weekdays are typically filled with the most chat activity, contacting your company at the weekend should also be possible. The survey conducted by Weply shows that 23 % of all customer inquiries occur either on Saturday or Sunday. Therefore, if your company wants to achieve its full potential, you must also be available on weekends.

4. The number of inquiries from mobile has increased significantly over the past 5 years

Over the past 5 years, there has been a clear shift in which device Danes use when visiting various websites and contacting companies in a buying situation. Today, more than 50 % of Danes use a smartphone or tablet when contacting one of Weply's chats. This figure was only 26.1 % back in 2016.

The significant increase in customer inquiries sent from a smartphone or tablet has also meant that the proportion of people who use a desktop to contact companies has fallen from 73.9 % to 47.4 %.

This shift in the distribution tells us that Danes are increasingly demanding accessibility and immediacy. And since most people have their phone within reach most of the day, you're always just a few clicks away from your next online purchase.

5. Danes typically have short, direct chat conversations

The Danes' need for an immediate response reflects the average chat duration and communication style.

The average chat lasts 8,40 minutes and consists of 9 interactions between the customer and the chat consultant. Most Danes are direct when they need help but expect an immediate response. This significantly demands chat agents' ability to respond quickly and correctly.

At Weply, they meet the Danes' need for immediate service by guaranteeing that customers' chats are answered with an average response speed of 2-4 seconds.

Is a chat tool something for your business?

Danes love to chat in purchase-related situations.

If you want to optimize your company's chances of converting website visitors into sales, you must make sure that you are personally available as much as possible. Danes chat at all times of the day, meaning you must be ready to meet their needs to take advantage of all sales opportunities.

Do you need the ability to offer this availability? Then our partner at kompasbank navigator, Weply, can help you and your company. They ensure that you do not miss out on potential customers via a personally staffed chat on your website, which can help increase the conversion of visitors to customers - 24/7, 365 days a year.