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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."
Brian Cantor Contact Center World: Digital Strategist
Brian Cantor Contact Center World: Digital Strategist
Whether you operate an online sales store, or you have many visitor enquiries, prospective or new customers, they all wish to engage quickly and promptly. If you aren't answering a chat request within 15 seconds, you run the real risk of the client clicking away and going to your competitor.
In this age of younger consumers entering the marketplace, expectations have shifted dramatically in terms of time to respond. Instagram and other social media platforms have set the new benchmark for the NOW & INSTANT gratification.
In fact, shoppers no longer respect "office hours" or the 8 - 5pm.
As such many of our chat agents even use mobile app versions to answer queries after hours! A polite acknowledgment of the client is often the time that you need to "buy" as the prospect feels heard. Nobody likes leaving messages or emails as more often than not, they end up into a black hole.
The advantage of outsourcing this function is that even smaller organisations can benefit from this managed service, even if many times it's a glorified messaging service :-).
In this age of younger consumers entering the marketplace, expectations have shifted dramatically in terms of time to respond. Instagram and other social media platforms have set the new benchmark for the NOW & INSTANT gratification.
In fact, shoppers no longer respect "office hours" or the 8 - 5pm.
As such many of our chat agents even use mobile app versions to answer queries after hours! A polite acknowledgment of the client is often the time that you need to "buy" as the prospect feels heard. Nobody likes leaving messages or emails as more often than not, they end up into a black hole.
The advantage of outsourcing this function is that even smaller organisations can benefit from this managed service, even if many times it's a glorified messaging service :-).
