Tag Archives: live chat software

2013’s New Need-to-Know Online Customer Service Statistics

Posted on by
  • Share

    Reply

    According to a recent survey by Deloitte, 60% of consumers say they are going online more often to find the best products and services – and their decisions are heavily influenced by the tools, information and service they find when they go to websites or perform a search.

    A new 2013 LivePerson Connecting with Customers report provides some insightful data on what brands and organizations should be paying close attention to as they strive to continuously improve online customer service and the customer experience. The report surveyed more than 5,700 consumers from the US, UK, Australia, France, Italy and Germany.

    The data clearly shows that online consumer expectations are rapidly increasing. Eight-three percent (83%) of the more than 5,000 consumers said they consistently needed some type of support during their online journey, and the expectations for speed of service should prove intimidating for most brands: Read More

    7 Ways to Save Your Customers Time

    Posted on by
    • Share

      1

      We live in a world of increasingly immediate gratification. 7-Elevens are now being equipped with mashed potato and gravy dispensers, for goodness sake. Things that once took hours are now expected within minutes – and the same goes for good customer service.

      Forrester data tells us 66% of customers say that valuing their time is the most important thing a company can do to provide good service. In addition, 45% of US online adults will abandon their online purchase if they can’t find a quick answer to their question. And time is money: 75% of consumers move to another channel when online customer service fails, and Forrester estimates that unnecessary service costs due to channel escalation are $22 million on average.

      So how do we save our customers’ valuable time? Here are seven quick tips: Read More

      12 Considerations for Connecting with Millennial Customers

      Posted on by
      • Share

        Reply

        Millennial customers, commonly defined as the age group now between 12 and 34-years-old, represent the largest and most unique segment of customers since the baby boomers – and they have great expectations for brands and customer service.  Millennials extensively research and follow brands online before and after purchases, making up their own minds about quality, value and customer care rather than being told what they should know through marketing messages.

        According to a recent Forbes article, “They take technology for granted. They live through social media. They want the world their way, and they want it now.

        “They have grown up in a text-it or FedEx-it, why-wait world, and they don’t expect to wait. They expect unlimited choices, and they would like you to customize your product just for them.”

        As millennials age, and the next generation of customers who have never known life without the internet and social media come of age, expectations for personalized, real-time service will only grow. Here are 12 statistics to consider when connecting with web-savvy Gen Y customers: Read More

        First Contact Resolution: 6 Tips for Getting Customer Service Right the First Time

        Posted on by
        • Share

          Reply

          Perhaps one of the most important, yet least measured (and also most difficult to measure), customer service metrics is first contact resolution (FCR). According to a new global consumer study commissioned by NICE, half of the study’s respondents cited the ability to achieve first contact resolution as their number one reason for contacting a live agent rather than choosing, or continuing with, an online self-service method. No customer wants to have to ask twice when it comes to customer service, so how can organizations deliver first contact resolution more often, across more service channels? Here are 6 tips for consistently getting it right the first time: Read More

          7 Best Practices for Delivering Superior Customer Support via Live Chat

          Posted on by
          • Share

            Reply

            Live chat’s bubble is on the rise in 2012, according to a new study of more than 2,000 US and UK online shoppers. LogMeIn and the e-tailing group have released the Fourth Annual BoldChat Live Chat Effectiveness report which shows one in five shoppers prefer online chat over any other communication method.

            This growing affinity for live chat mirrors a 2010 Bold Software survey that found that once a shopper used lived chat, more than two-thirds of these consumers actively look for website that provide it. In addition, 77% of those who used live chat agree that the channel positively influenced their attitude about the retailer who offered the channel.

            The delivery of live chat has a lot to do with its success however. Featured here are 7 best practices for offering a superior live chat customer experience: Read More

            Live Chat’s Bubble is On the Rise in 2012

            Posted on by
            • Share

              Reply

              Live chat’s bubble is on the rise in 2012, according to a new study of more than 2,000 US and UK online shoppers. LogMeIn and the e-tailing group have released the Fourth Annual BoldChat Live Chat Effectiveness report which shows one in five shoppers prefer online chat over any other communication method and that those who do prefer chat have a higher than average income and spend more online per year than other shoppers.

              Other key statistics from the report include:

              • Live chat adoption continues to grow: Nearly two thirds of shoppers (65.5%) have engaged in a live chat session while shopping online, up from 57.5% in 2011.  Read More

              The Customer Service X Factor

              Posted on by
              • Share

                Reply

                “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

                If there is one true X factor in customer service, it is the genuine care shown (or not shown) by service representatives and organizations as a whole.  Empathy, patience, sincerity and competence: one or a combination can turn even the most frustrated customer into a loyal brand advocate for life.

                Genuine care is a customer service game changer, and the stakes associated with a positive customer experience have never been higher now that social media provides every individual a platform to publicly praise or complain about a brand.

                And while genuine care is easily detected through customer interactions over the phone, it’s just as important in online interactions such as email, live chat, trouble ticket responses and social media customer service. Even Read More

                5 Reasons Why It’s Time for Companies to Chat

                Posted on by
                • Share

                  Reply

                  FREE WEBINAR: On April 18th, 2012 Parature will present a free webinar, “What Can Live Chat Do for You and Your Customers?” Click here to register.

                  Live chat is a great channel to leverage for your current and future customers. Come learn how Parature Chat can be deployed on your Support Portal as well as any page on your corporate site. This session will cover:

                  • Deployment Options
                  (Portal, Button, Pop-Up)
                  • Chat Queues
                  • Pre-Chat Questions
                  • Routing Rules

                  5 Reasons Why It’s Time for Companies to Chat
                  For many years, chat was on the bubble as a widely-accepted customer service channel. But since Facebook, Twitter and texting have made short, personalized messages the mainstream method of everyday communication, chat is now being deployed by more companies across more channels than ever before to improve the customer experience.

                  Here are five reasons why a growing number of brands are deciding it’s finally time to chat:

                  1. Cost Efficiency: Live chat is a cost-conscious choice for those organizations that want to provide more personalized service. Customers can get one-on-one assistance from a live customer service representative at their convenience, while companies save because behind the scenes, agents can handle multiple chats simultaneously. Chat is also known to Read More

                  10 Tips to Save Your Knowledgebase Content from Sheer Boredom

                  Posted on by
                  • Share

                    5

                    If the Mayan calendar is right, we could all probably benefit from spending a whole lot less time pouring over encyclopedic knowledgebase content to find the answers to life’s burning customer service questions. And even if the Mayans were just a bunch of elaborate practical jokers, it still wouldn’t hurt to provide quick and easy answers to your customer base.

                    So how do you make technical product and service information more palatable, easier to read and simpler to find? In the interest of time, here are 10 super-fast tips that apply not just to your knowledgebase, but to practically all corporate content:

                    1. Take requests. Ask your customers what content they’d most like to see in your knowledgebase and give it prominent placement. Read More

                    Technologies That Will Change the Future of CRM

                    Posted on by
                    • Share

                      4

                      In her recent blog, CRM’s Next 5 in 5, Software Advice CRM Analyst Lauren Carlson polled six industry thought leaders on the technologies they thought would change customer relationship management over the next five years. Take a glance into the CRM crystal ball…

                      1. Constellation Research CEO, Ray Wang, predicts tremendous growth in context services and the information it provides about customers.
                      2. CRM thought leader and well-known author, Paul Greenberg, along with Esteban Kolsky, predict that emerging technologies will effectively harness the vast amounts of customer data, allowing organizations to Read More