Consumers increasingly want to use chat for customer service – but companies are failing to meet their changing expectations for this channel.
New research by Eptica found that nearly three quarters (72%) of consumers say a good chat experience will make them more loyal – however only 15% say they are always happy with the service they receive.
The following infographic summarises some key findings from Eptica 2017 UK Chat Study, as it examines real-world chat use by UK brands.
[Click to enlarge]
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Neil Davey was previously the editor of MyCustomer from 2007 until May 2023. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management.
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Providing live chat to customers properly is more of an art than a science. Many companies try to implement this service however they are not able to keep their customers satisfied on that platform due to various reasons like lack of technology or poor response time.
Outsourcing to BPO services providers that offer multichannel services to clients might be a smart idea here.
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