On line live chat is providing one of the best service channels for supporting customers need on their shopping excursion, from first contact through post-sale support. However making the decision on live chat requires effort on behalf of the business. As implementing a new customer service channel requires both significant investment of time and money, so its better to analyze the returns too.
Live chat usage is directly and strongly correlated with age. When incorporating live chat at your site the first basic question which you should put up to yourself is, “ if we put live chat on our site. Will customers use it?”
According to the survey carried out . The answer to this is “yes”. 56% of users admit of using live chat at least once to get the answer through a company’s website while more than 39% say they have used it more than once. The data collected was also analyzed on the basis of common demographic variables like age, gender, income, geographic location etc. The one variable that is mostly impacted by live chat usage is age.
Here is the graph highlighting the relationship between age and live chat usage. This implies that customer age is an important factor for live chat preferences.
Younger people in the age range between 18-34 are more enticed to use live chat “once,” “a few”, or “many times” while older people aged 55 and above that are seen to have “never used” live chat, and if used also were not successful in getting their answers.
So it is very clear that despite age being the factor a majority is still interested in live chat and by having trained, kind hearted with a humane touch we can get the other problem resolved too that is the senior citizens using the live chat. We can also delight them with our experienced live chat representatives and have encourage them to use live chat.
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