AllBusiness: Offering Online Chat Can Help Increase Customer Satisfaction
Ramon Ray argues from personal experience and also cites marketing survey data to prove that offering online chat as one way for customers to communicate with a company helps improve customer satisfaction in certain demographics.
“Yesterday afternoon I was having problems with static on my phone system. I had a series of phone calls that day, including one with Brent Leary (king of Social CRM) taping our new radio program.
I contacted Earthlink to help diagnose the problem. I could have called, but since I wanted to multi-task and not have to be “on hold” I tried chat. Guess what, in about 10 minutes my problem was resolved by a support engineer.”