Live chat is one of the best and the easiest way of interacting with the company, a best way to get in instant communication with the organization. It has become one of the most adored on line support and also results the highest satisfaction rates among its customers.
The data collected from 2013 U.S Wireless Customer Care Full-Service Performance Study reveals that the chat feature has become the leading contact source as 42% of full service customer indicate of using live chat vs 23% or other social media forum which is 16%.
The higher percentage of satisfaction with live chat is due to its efficiency and immediacy of the experience.
Customers engaging with a live chat representative find the entire experience quick and simple. It is easy for the customers to enter order numbers and confirmation codes into a chat box for speedy service. This also minimizes the possibility of making errors.
While chatting the customers can also keep on browsing on line and view the content too. They can easily carry the support all the way through their entire shopping expedition. There are very few interruptions to the customer’s on line experience with live chat.
With live chat, agents can easily access every customers browsing history, shortcuts/macros, co-browsing features and many other helpful tools.
The chat agent can help the customer with his previous chat history and activities. Having better tools at your disposal you can provide better and more relevant support to your customer which is a “win-win ” factor for both the customer and the agent.
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