Live Chat Feature
Live chat is one of the best ways to get instant communication with a company. It has become not only the leading method for online support but also yields to the highest satisfaction rates among 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)
Kirk Parsons, senior director of the telecom services practice at J.D. Power, stated later in that same study:
“The higher levels of satisfaction with online chat are partially due to the efficiency and immediacy of the experience”
When customers engage with a live chat representative, the overall experience is quick and simple. Customers welcome the ability to easily enter order numbers and confirmation codes into a chat box for faster service. Customers can continue browsing and easily view online content while chatting. And they can easily carry that support all the way through checkout Overall, live chat brings very few interruptions to the customer’s online experience.
Live chat is one of the best ways to get instant communication with a company. It has become not only the leading method for online support but also yields to the highest satisfaction rates among 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)
Kirk Parsons, senior director of the telecom services practice at J.D. Power, stated later in that same study:
“The higher levels of satisfaction with online chat are partially due to the efficiency and immediacy of the experience”
When customers engage with a live chat representative, the overall experience is quick and simple. Customers welcome the ability to easily enter order numbers and confirmation codes into a chat box for faster service. Customers can continue browsing and easily view online content while chatting. And they can easily carry that support all the way through checkout Overall, live chat brings very few interruptions to the customer’s online experience.
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