The Evidence Is Mounting: Your Customers Are Turning to Live Chat
In early 2015, Software Advice published a report on live chat for customer support, and we wrote about their findings – the growing reliance on live chat, the millennials’ preference for it – in a previous post. They’ve now published a follow-up infographic which provides a quick summary of additional research findings on live chat. What they’re reporting is very interesting and underscores the growing importance of including live chat as a support channel.
- 49% of online customers prefer to ask their questions via chat
- For the 18-34 age demographic, 60% always prefer chat over phone
- Not wanting to wait on hold is the reason 33% of consumers prefer live chat
One of the most important findings was from Gartner: by 2016, 89% of all companies will be competing on the basis of customer experience (CX). And live chat is increasingly essential to delivering excellent CX.
All of this confirms what those of us here at BoldChat find when we talk with our customers: customer experience matters, and for more and more consumers, live chat is a critical component of CX.
You can read more about Software Advice’s new infographic here.