Johannesburg, 26 Aug 2016
The use of Live Chat as a channel for customer engagement has increased dramatically in recent years and is quickly turning into the customer support option of choice. More dynamic than FAQs and less costly than a phone call, the benefits of chat are increasingly being recognised by organisations and their customers.
Customers who use Live Chat for support come away satisfied more often than those who call, e-mail or turn to social media for help, according to a study. Live Chat has the highest satisfaction levels, with 73%, compared with 61% for e-mail and 44% for phone.
Forty-four percent of online customers say having their questions answered by a live person while in the middle of a purchase is one of the most important features a Web site can offer. Customers seem to respond well to the conversation style that Live Chat support offers.
Research revealed customer satisfaction increases with Live Chat as the number of chat messages exchanged rises. The study believes one reason for this is that consumers are happier when customer service agents are more engaged in the support process, offering a more personalised response.
Forty-six percent of consumers said Live Chat was the most efficient communication method, with 79% saying they preferred it because they got their questions answered quickly. The average response time reported is one minute and 36 seconds, with the most popular time for consumers to use Live Chat options coming between 10am and 3pm.
Online customers said having questions answered by a live operator while in the middle of a purchase was one of the most important features a Web site could offer, with 62% of them stating they would be more likely to purchase from a site if Live Chat was available. Now is the time to take advantage of this positive solution. Whether looking to help an online shopper or provide advice during a service inquiry, Live Chat is an engaging and cost-effective way of delivering exceptional customer experiences.
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