Studies indicate that good, live customer service is one of the most important courtesies a company can provide.
For example, American Express found that 78 percent of consumers left a transaction in the middle or didn’t make an intended purchase due to poor customer service. Another study done by Harris Interactive stated that 75 percent of customers feel it takes too long to reach a live agent. On top of that, the Genesys Global Survey found that “better human service” was the most requested improvement from customers.
The takeaway here is that consumers want real, live, courteous people who answer their concerns promptly and competently. Potential or long-time customers will leave a company because of long hold times and indifferent customer service.
One solution is live chat. This is a great way to provide customers immediate interaction to representatives people without the problems caused by a long hold time.
According to a study done by Forrester Research, 44 percent of online consumers say that having questions answered by a real, live person while in the middle of a purchase is the most important feature a website can offer. Another study done by ATG Global Consumer Trend found that 90 percent of customers say that live chat is helpful and, in a survey done by emarketer.com, 63 percent of responders said they were more likely to return to a website that offers live chat.
The bottom line: consumers with a question want to be attended to, and in the most expedient manner possible.
AGR Customer Service employs live chat and all the technical capabilities expected of a world class care organization. We understand the responsibility of representing our clients’ brands, and do what it takes to treat their customers as our own.
Contact us today to find out how your business can benefit from our services.