Customer relationship management processes help companies improve their interactions with clients across all channels, including online interactions. While traditional call centers are still important to a strong customer relationship, live chatting has become the medium that many consumers now prefer.
As reported by IT ProPortal, a survey conducted in the United Kingdom found that roughly 77 percent of consumers would rather chat online 1 with a customer service representative than make a phone call when they have a problem. Responses were taken from 2,700 U.K. and U.S. online shoppers. In addition, 88 percent of customers who used their mobile device to chat with an agent were very happy with their result, compared to only 67 percent of those who contacted a company over the phone.
There are many reasons why consumers prefer the online conversation to the telephone. Ground Report outlined several of these.
Instantaneous resolution
Not only do customers have to wait a day or two to receive an email reply, they typically have to wait on hold when they phone a company’s customer service department. Live chat provides an agent immediately – sometimes before the customer even knows they need one – and delivers near-immediate answers. It also provides written instructions if the same issue arises again.
Identity privacy
Though some corporations will need identifying information to help resolve an issue, many people enjoy the anonymity offered by online chat services. Security is also a factor during interactions, as many chat service providers use encryption technology to protect information shared on the platform.
Store is online
If an ecommerce shopper is trying to make a purchase online and something goes wrong, navigating away from the page to find the contact information for the customer service department might not be an option. Or, if it is, it may not be convenient for the consumer. They may be in a place where they cannot use a phone or do not have time to wait on a hold. Providing an online chat option is ideal for these customers.
Texting and youth
Millennials and younger generations are used to communicating via text message. It gives them time to prepare responses before sending and they feel comfortable using this medium.
The key to a successful online chat platform is providing a large enough support team to assist users at all times. Using a customer relationship management process provider can improve a business’ capacity to respond quickly and professionally to customers online.
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