How To Provide A Lifeline To Your Customers?
By Michael Hylton on Feb 16, 2012
When consumers are online, they want easy access to customer service representatives. A soon-to-be published Oracle study found that nearly 30% of consumers worldwide have connected with customer service using live help options like Live Chat and Click-to-Call. 57% say that better access to customer service via live help is among the most important features they expect from a Web site, along with ease of browsing and searching products and access to personal account information.
Global online retailers prefer live help over the phone using click-to-call when dealing with preferred customers and sensitive or complicated information, technical problems or when involving a large amount of money. Live chat is the preferred customer service tool for simpler inqueries, such as those about order status, promotional information, shipping options or cheaper services.
No industry is exempt. One in three consumers say they want to reach financial services and health care providers using live help online as well as in person and via 800-numbers, compared with more than 40% that say they prefer live help for reaching communications service providers and travel and hospitality companies. Click here to learn more about Oracle Live Help On Demand.