The use of live chat soared from 30% in 2009 to 52% in 2013 and continues to climb, according to this informative and accessible white paper from Zendesk.
Nearly a third of consumers expect live support to be available when they come into contact with a brand, and customers have also reported the highest satisfaction rates on live chat (73%) as compared to traditional platforms like email (61%) or phone (44%).
So it’s no secret that live chat is an essential part of your social customer care, but there’s more to it than that.
What makes this white paper unique is that it looks at live chat for customer service from both the customer’s point of view and the business standpoint. It offers salient advice about how chat can be the perfect tool to make your employees more productive and efficient, all while keeping expenses down.Get The White Paper