It has been shown and proved by industry surveys that 63% of millennial prefer live chat to be their basic customer service and support channels over the traditional contact channel. Another survey by Accenture also showed that purchases made by millennial will make a total share of 30% of retail sales till the year 2020.
Age is supposed to be the major factor and have a real impact on preferences for customers service contact channels, particularly live chat. Another survey conducted on US consumers found that, the clients prefer their queries to be answered by a real person via live chat than other traditional supports.
The following facts have been discovered for live chat.
- Millennial’s were 20% more interested to prefer live chat.
- More than 56% of people have used live chat successfully at least one
- The two important reasons for using live chat are convenience and no hold or limited hold times.
Live chat makes it easy for the prospective customers to get their questions answered in real time without requiring the efforts to make a call or send long emails. Here the live chat agent can also direct the visitor or the potential customer to web pages to help them to find product or answer to their question.
Regardless of the customer demographic or the nature of the question, the majority of the general public prefer live chat to any other phone support. Cost effectiveness and operational efficiency are also the other benefits of live chat.
From these various studies it is clear enough that businesses who are not having live chat at their sites should become wise enough to add it at least consider adding it.