From a recent Software Advice survey on customer references and discussions with the company that offer live chat as a quality customer service channel, a lot of facts have been revealed.
Key findings
- There are more than 56% of respondents who have used live chat at least once to get their question answered on the website.
- It is seen that 49% of the respondents who are there for online shopping prefer live chat while only 74% prefer telephone and that also for complex financial queries.
- Without depending on the nature or type of the question, 56% of respondents in the age group of 18-34 prefer live chat to phone as compared to 27% of respondents aged 35 and older.
Without emphasizing on the type of industry, the great customer service basically revolves around one common factor ad that is reducing the effort that customers usually spend to get their queries resolved and problems solved.
The effective customers service is the one which reduces efforts at all stages in the entire customer journey. It does not starts just after the sale or when the problem erupts. To provide this type of service the companies must be well aware of the questions of their customers at each stage and be also there to offer answers.
Online live channel is all there at your website to meet the customers need through their journey that is from the very first contact through post sale. Being an online tool it meets the customer in the same place where they turn for answers that is the Internet and that also at no extra cost.
Live chat is simply there to enhance the customer online shopping experience.
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