One thing the explosion of Web-based media has brought to consumers is higher expectations. Once upon a time, communicating with a company meant doing it in person or via the telephone. Finding the right person on the phone was often frustrating, and issues frequently went unresolved. Thanks to the explosion of chat – and more people in all demographics and age groups feeling comfortable with chat – it has become of one of the most popular ways for customers to communicate with companies.
In today's retail climate, therefore, it’s mandatory that e-commerce sites make live chat not only available on their Web sites, but fully manned with agents and representatives that are empowered to answer customers’ questions and solve their problems.
But chat offers benefits not only to customers, who are assured they are reaching the right department with just one click, reaching the right person to handle their problems. Chat can also benefit contact centers and other customer support organizations for a number of reasons.
Because chat is instantaneous and eliminates the need for small-talk, waiting in queue or staying on hold, customers are more likely to gravitate to it. In the long run, the more customers who choose chat, the fewer customers are dialing into toll-free numbers to speak to live agents which is, after all, the most expensive type of customer support you can offer.
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