Quick Query Resolution Utilising Live Chat Software
Monday 8 August 2011
A report has highlighted that European consumer's most important factor when interacting with a company or brand is quick query resolution.
The report goes some way to explaining the rise in companies implementing live chat software as a new means of customer contact.
According to the report when consumers rated an ideal customer service experience, a staggering 42 percent of consumers ranked the speed of query resolution as the most important factor.
The report also concluded that poor customer service would make between 27 and 34 percent move their business elsewhere, effectively ending their relationship with a company if the customer service does not meet these high expectations.
Live chat software is being adopted globally as organisations realise the need for instant communication and speed of service is paramount in ensuring customer wait times for online enquiries are at a minimum.