Just imagine you are in a store and you are loaded with confusion or complaint. But instead of communicating with the sales representative you are asked to make a call or write an email. And after that you are supposed to wait for the representative on the phone or for 12-24 hrs for the reply of your email. It just sounds ridiculous, isn’t it? The next time you are simply going to black list that store for all your requirements. The same behavior is also being displayed by many of the retailers to their online customers.
According to an e-consultancy it has been admitted that the highest satisfaction rate of customer level is with live chat which is 73% as compared with 61% for email, and 44% for phone. Live chat gives you the liberty to chat with a real live person, that also in real time that is right now without any need to pick up the phone or wait for reply. Good live chat programs also allow the consumers to remain anonymous, which increases the comfort level of the customer and they can more openly talk about their question or complaints. The chat agents are also efficient and capable enough to provide an answer or solution immediately.
This immediate response has also made a pressure on other customer service support channels like email and phone. People now expect the answer of their email that is they want the response within an hour!
Well live chat, no doubt solves the issue in a timely manner.
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