Before going for any customer service channel there are many parameters to be considered before making a choice. Extracting data from a recent survey on customer preferences it has been seen that live chat is the most preferred customer service channel among the users and even the companies love live chat.
The major key findings are
1. More than half of the respondents have used live chat at least once to get their question answered on a company’s website.
2. It is seen that 49 percent of customers prefer live chat while on line shopping while 74 percent opted for telephone support for complex financial questions.
3. Regardless of the mood of question 56 percent of the respondents in the age group 18-34 prefer live chat to phone as compared to 27 percent of users aged 35 and older.
Today’s buzz of the market is great customer service which focuses on reducing effort at all stages of the customer journey not just after a sale or only when problem arises. This requires the company to understand the concerns of the customer and also be present at the site to offer answers.
Now this is what live chat is all about.
Live chat is there very much present at your site. It interacts and communicates with the client in real time providing him with real time answers and assistance. It is indeed the best service channel to meet the customers need through out the journey from the first contact through post sales support.
As an on-line tool it meets the customer at the very place they turn for their answers that is the Internet.
Unlike other channels like email, live chat provides instant support and that also with a minimal customer effort required.