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Live Chat solutions win over customers


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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numero

numero empowers leading organisations to be truly customer focused in every way. We do this through innovative solutions that deliver exceptional customer experiences across every communication channel, and at every touch point.

numero is a UK-based company and part of Callcredit Information Group. We pride ourselves on an agile, honest and pragmatic approach, and deliver Customer Interaction Management (CIM) solutions for an Omni-channel world.

Intuate Group

Intuate Group is a privately owned, South African, broad based IT company that provides specialised, integrated technology and people solutions that bring real benefit to its clients in support of their strategic and operational objectives.

Its services encompass the provision of state-of-the-art contact centre solutions, customer experience management solutions, the management and support of IT infrastructure - specifically storage and server consolidation, project management and recruitment services, as well as document automation / assembly technology.

Intuate Group's holistic, solutions-based approach ensures that all processes, technologies and people requirements are harmonised within its architecture, thereby realising strategic value and benefits through the successful implementation, deployment and ongoing operation for its clients.

Editorial contacts

Tanica van As
Intuate Group
(011) 302 1200
tanicav@intuategroup.com