Online consumers prefer live chat feature over all other methods of contact

Live chat has the highest satisfaction levels for any customer service channel, with 73%, compared with 61% for email and 44% for phone. 

One can see why as live chat combines the best of phone and email while keeping your (the customer's) information discreet and it avoids the pain of hanging on the line listening to muzak if they are contacting you about a complaint or purchase they wish to make.

The stats come from eDigital's Customer Service Benchmark which surveyed 2,000 consumers on their experiences of various customer service channels.

People appreciate live chat for a number of reasons, but saving time is a key factor. Of those who prefer live chat, 79% said they did so because they get their questions answered quickly and 46% agreed it was the most efficient communication method.

For the provider of live chat, you can keep track of conversations, improve training and discover areas for improvement, provide "standard response" guidelines to your employees and improve the overall consistency and levels of customer service to the benefit of the experience of your customers. Happy customers is always the goal!

Bring more business to your business Over The Net!