Live Chat Benchmark Report 2018
Title : Live Chat Benchmark Report 2018
Edition : 2018
Year :
Authors : Comm100
Publisher : CCWDigital
Preface
Some are looking for the best of both worlds. Others are hoping to have their cake and eat it too. For us in the customer contact community, the aim is to simultaneously do right by the business and customer.
That ambition is more than a strategic priority. It speaks to the very essence of why we do what we do. It serves as the primary lens through which we evaluate performance, contemplate strategies and source technologies. Our relentless pursuit of initiatives that are “good for the customer and good for the business” explains the eruption of live chat. Live chat, after all, is one of those rare endeavors that can satisfy immediate customer demands and optimize business results.
It promises customers the opportunity to connect using concise, text-based language in the digital channels they have come to embrace. They, moreover, can multi-task during the engagement process, thus limiting their time and effort exertion.
Businesses, meanwhile, gain the ability to more efficiently satisfy customers. Agents can handle several interactions at once and can even use automated, pre-populated messages to decrease their handle time and increase their consistency.
Chat offers a win-win scenario, and both parties know it. Customers are increasingly turning to chat as their initial, preferred service destination, while businesses are increasingly investing in chat. Eighty-nine percent view chat as an investment priority, with nearly 50% calling it an urgent focus.
Increased chat adoption does, however, come with an important consequence: a heightened standard for service. Customers are no longer rewarding companies for merely offering chat. They demand legitimate, meaningful engagement that yields valuable resolutions. They expect businesses to take chat as seriously as they do “conventional” channels like voice.
Unfortunately, not all companies are rising to that challenge. Fixated on the efficiency benefits, they view chat as a way to deflect calls rather than as a platform for customer centricity. They ignore the voice of the customer, and their chat initiatives become sources of strife rather than delight.
That strife, in an ironic yet wholly warranted consequence, ends up costing the business. Mindful of the missteps yet unflinchingly confident in the value of chat, I am excited to introduce this report. While walking through proprietary market research, it reveals specific steps that can ensure your chat initiative truly does right by customers.
That degree of customer centricity will coincide with – not bottleneck – game-changing business results.
DOWNLOAD (MEGA) | DOWNLOAD (SOLIDFILE) | DOWNLOAD (UPTOBOX)
Preface
Some are looking for the best of both worlds. Others are hoping to have their cake and eat it too. For us in the customer contact community, the aim is to simultaneously do right by the business and customer.
That ambition is more than a strategic priority. It speaks to the very essence of why we do what we do. It serves as the primary lens through which we evaluate performance, contemplate strategies and source technologies. Our relentless pursuit of initiatives that are “good for the customer and good for the business” explains the eruption of live chat. Live chat, after all, is one of those rare endeavors that can satisfy immediate customer demands and optimize business results.
It promises customers the opportunity to connect using concise, text-based language in the digital channels they have come to embrace. They, moreover, can multi-task during the engagement process, thus limiting their time and effort exertion.
Businesses, meanwhile, gain the ability to more efficiently satisfy customers. Agents can handle several interactions at once and can even use automated, pre-populated messages to decrease their handle time and increase their consistency.
Chat offers a win-win scenario, and both parties know it. Customers are increasingly turning to chat as their initial, preferred service destination, while businesses are increasingly investing in chat. Eighty-nine percent view chat as an investment priority, with nearly 50% calling it an urgent focus.
Increased chat adoption does, however, come with an important consequence: a heightened standard for service. Customers are no longer rewarding companies for merely offering chat. They demand legitimate, meaningful engagement that yields valuable resolutions. They expect businesses to take chat as seriously as they do “conventional” channels like voice.
Unfortunately, not all companies are rising to that challenge. Fixated on the efficiency benefits, they view chat as a way to deflect calls rather than as a platform for customer centricity. They ignore the voice of the customer, and their chat initiatives become sources of strife rather than delight.
That strife, in an ironic yet wholly warranted consequence, ends up costing the business. Mindful of the missteps yet unflinchingly confident in the value of chat, I am excited to introduce this report. While walking through proprietary market research, it reveals specific steps that can ensure your chat initiative truly does right by customers.
That degree of customer centricity will coincide with – not bottleneck – game-changing business results.
DOWNLOAD (MEGA) | DOWNLOAD (SOLIDFILE) | DOWNLOAD (UPTOBOX)
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