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
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:
- 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