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When and why do site visitors use live chat customer service? [Infographic]

Author's avatar By Susanne Colwyn 07 Apr, 2014
Essential Essential topic
Customer service and support

New research shows consumer preferences for online service and experience

LivePerson carried out a survey with over 6,000 consumers to understand their online consumer behaviour and expectations of the digital online experience from an organisation. Although they are known as an online customer service chat service the report covers broader perceptions than this.

Did you know that a consumer will wait no more than 76 seconds to receive help online? - a small window of opportunity to retain the customer.

The full report can be downloaded from Liveperson's site. Here is an overview of the four key themes from the findings:

  •  1. Do not be complacent!
    Consumers will switch brands for a better experience - 48% are still experiencing problems navigating websites and 33% can not find a customer service contact.
  • 2. Create trust and loyalty with your brand
    Consumers still expect the personal touch and to speak on a one to one with someone in an organisation, especially if they are experiencing difficulties on-line. 35% need more help when they are experiencing problems, and 60% are more likely to buy if they can receive individual help, perhaps via online chat.
  • 3. Speed and Efficiency of Service
    Consumers are leading busy lives, often multi-tasking and are seeking a quick, easy purchase. 78% will return to the website to buy again if there experience was fast and efficient and 71% rated this top in seeking a good customer experience.
  • 4. Identify key touchpoints in the journey or 'moments'
    Consumers expect companies to know during their points of digital engagement, i.e. at which points when they need help.

Gonein76-infographics

Author's avatar

By Susanne Colwyn

Susanne is a Marketing Consultant and Trainer, with over 20 years marketing experience in the public and private sector. She's passionate about supporting companies with practical result driven marketing, to help focus companies on evaluating and driving their marketing forward. Experienced in Integrated Strategic Marketing Planning, Data Segmentation, Customer Relationship Management Systems, Customer Insight and reviewing internal systems, data and processes, to maximise conversion strategies and the customer experience. You can connect with her via her LinkedIn or follow her @Qtymarketing.

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