Live Chat Is The Preferred Channel By Customers Than Phone Support
Why Live Chat Is The Preferred Channel By Customers?
Recent studies showed that customers are annoyed by call answering service because:
Being Bounced From Agent To Agent
Inaccessible customer service is bad. But being endlessly transferred between different agents is even worse for the customer. While the need to repeat the same information over and overdrives the customer mad, the chances of leaving them satisfied dwindle.
It Takes A Long Time On Hold
Customers want to solve their problems quickly. What they don’t want is to spend 11 minutes on average without getting an agent’s reply. 53% of people will stay on hold for 5 minutes or less, which shows how businesses risk losing their customers making them wait so long.
Talking To An Unprepared Agent
Assuming that long hold times and endless transfers are not the case, speaking to the customer service agent unable to help is another reason for customers’ disappointment (and they are choosing other vendors next time).
Annoying Music
The last but not the least reason for customers’ hate of calling the support service may be repetitive hold music getting on their nerves. And if it’s combined with long waiting time, customers may get irritated even before they contact your support team.
Final Word
The percentage of people using live chat increases by 10% annually (the biggest growth among other communication channels), and it continues to rise.
What is more, customer satisfaction ratings for live chats are substantially higher than all other support channels. In fact, more than 90% of customers are satisfied using live chat services as compared to other means of communication, including phone, email, and social media.
