4 Points to Remember about Web Chat

Key points to remember when using web chat to communicate with customers.

  • 60% of online transactions are abandoned before they are completed
  • Webchat makes it very easy to open a dialogue before customers loose interest and leave your web site
  • There is an expectation from Webchat customers that if they switch channels (i.e. move from chat to voice) they can do so seamlessly
  • Webchat advisors tend to have a library of standard or “canned” responses which save time, but can sound impersonal – ensure they fit the demographics of the customer

We can offer you training for your customer contact team across all modern communication methods, contact Cape Consulting to find out more.