Engage Customers At The Point Of Need
By Michael Hylton on May 15, 2012
Where do people often turn to when they need immediate help on a web site? As consumers spend more time online shopping and managing banking, bills and more, they want easy access to service and support. When they need to ask a question or solve a problem, consumers worldwide said they prefer to get help online, ranking Live Help options like Live Chat and “Click-to-Call” second only to toll-free 800 numbers.
A recent Oracle study found that consumers prefer Live Help for specific reasons such as convenience and the ability to multitask rather than waiting on the phone. Survey results suggest that the more consumers are online, the more comfortable they are communicating with companies there.
In addition, by next year, three-quarters of the online shopping
population will have engaged in a live chat with a retailer, researchers
predict. A survey of U.S. and U.K. consumers conducted online by
eMarketer researchers in partnership with the retail consultants at the
e-tailing group found that 1 in 5 shoppers said they preferred live chat
as their communication method of choice for contacting a retailer
regardless of the circumstances.