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.