THE IMPACT OF DEMOGRAPHICS ON LIVE CHAT CUSTOMER SERVICE

If you are deciding to implement a new customer service channel for your business then you need to consider a variety of factors before you make the final choice. A recent data from Software Advice surveys on customer preferences and discussions with the companies that offer live chat as customer service. This survey basically helps the businesses to learn about the impact of live chat, specifically on certain demographics, so that you are more comfortable and can make more informed judgment about implementations. Major findings. 1. It was seen that over half(56 percent) of respondents have used live chat one at least to get an answer to their question on a company’s website. 2. There were 49% of the respondents who prefer live chat for online shopping while 74% favored telephone support for more complex financial situation. 3. Disregarding the nature of the question, 56% of the respondents between the age of 18-34 preferred live chat to phone as compared to 27% of respondents aged 35 and older. The great customer service generally revolves around one common theme which is to reduce the customer effort to get their questions answered and issues solved. The motive of the customer service should be such to reduce efforts at all stages of the customer journey not only when a sale is made or when problem arises. To implement such service the companies must not only understand the question of the customers at every stage but also should be there to offer answers. Currently online live chat is providing to be one of the best service channels for meeting the customer’s need.