Live chat has not only become the leading method for providing the best online customer support but also it yields the highest satisfaction rates among the customers.
“Within the online channel, the chat feature has become the leading contact source, as 42% of full service customers indicate using a live online chat feature vs. Email (23%) or other social media forum (16%). Additionally, online satisfaction is highest among customers who use the chat feature”
(from 2013 U.S. Wireless Customer Care Full-Service Performance Study)
When the customers get in touch with live chat agents, the entire experience is quick and simple. The customers find it very comfortable to enter the order numbers and the confirmation codes into the chat box for faster services.
The customers have the liberty to continue browsing and also view online content while chatting at the same time. The customers can also carry that support all the way through out their shopping expedition. Live chat gives the online customers, an awesome experience as it brings very few interruptions.
Live chat also makes the agent access to each customer’s browsing history, shortcuts/macros, co-browsing features and other helpful tools.
As compared to the experience with the phone and email support, the client are simply frustrated through phone prompts of, “ For support, press one, for sales, press two…please say your account number and a representative will be right with you,”followed by a hold music and long queue.
But with live chat, your clients are getting instant responses to all their queries and concerns, thus delighting your customers.
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