Corporations moved from in-person customer service, to phone contact, to mail, then email—and now there’s live chat. What’s so unique about this customer service option is its immediacy: No longer do customers have to wait (even a few hours): Within minutes they can ask questions or look for solutions. And the results show, with nearly three-fourths of customers reporting happiness with this method of contact. It’s also quickly replacing the phone as a preferred method of contact.
There are a number of features that make live chat so attractive for customers. For starters—it’s at their fingertips and instant. They can do other things, versus putting their tasks (and lives) on hold—literally.
But even with all the pluses, live chat implementation does require planning in order to work well. You have to staff it—and you have to have the ability to answer all their questions.
Want to learn more about implementing live chat? This graphic can help.
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