When and why do site visitors use live chat customer service? [Infographic]

New research shows consumer preferences for online service and experience LivePerson carried out a survey with over 6,000 consumers to understand their online consumer behaviour and expectations of the digital online experience from an organisation. Although they are known as an online customer service chat service the report covers broader perceptions than this. Did you know that a consumer will wait no more than 76 seconds to receive help online? a small window of opportunity to retain the customer. The full report can be downloaded from Liveperson s site. Here is an overview of the four key themes from the findings:  1. Do not be complacent! Consumers will switch brands for a better experience 48% are still experiencing problems navigating websites and 33% can not find a customer service contact. 2. Create trust and loyalty with your brand Consumers still expect the personal touch and to speak on a one to one with someone in an organisation, especially if they are experiencing d
http://www.smartinsights.com/customer-relationship-management/customer-service-and-support/live-chat-service/

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