The digital age has pushed today’s customers into an era of immediacy. This immediacy is one of the top reasons that live chat is imperative for any kind of business. In this era of “right now”, customers are losing their patience with the dated ways of reaching out to a business for assistance to place an order or to resolve a query.
Did you know 75% of people prefer live chat over any other channel? Live chat helps to provide quick customer service which in turn efficiently increases customer satisfaction. The retention rates are higher when you have satisfied customers.
The live chat feature enables companies to tackle customer queries on the spot. Studies have reported that between 10%-50% of customers who visit a retail website use the live chat feature before making a purchase decision. This interaction helps to drive conversions and promote sales. For this “now generation”, convenience and quick response are the key to customer retention.
In this podcast, we will explore how live chat is changing the CX game, with Etech’s Vice President – Partner Strategy, Patrick Reynolds and Dean of Global Leadership Development, Melissa Wood.
Etech has been in this field since 2005. In our pursuit for delivering remarkable CX, our experts have developed a Cloud-hosted Integrated Customer Engagement (ICE) Chat platform equipped with a robust self-learning knowledge base. Our goal was to simplify customer engagement and convert visitors into customers. Schedule a no-cost demo with us to explore the possibilities in every customer interaction.
Patrick Reynolds – Vice President – Partner Strategy, Etech Global Services
Melissa Wood – Dean of Global Leadership Development, Etech Global Services