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.
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.