Live chat has the highest satisfaction levels for any customer service channel, with 73%, compared with 61% for email and 44% for phone, however, only 14% of UK online retailers offer live chat as a customer service channel.
This slow adoption of live chat could be due to the large amount of knowledge and resources needed to operate live chat in-house. It takes a combination of well trained staff, the right resources and a well thought out strategy to achieve the full potential of live chat.
We’ve put together this Human Touch for eCommerce Guide to give advice to both those currently operating live chat in-house and those which are considering doing so.
To download the eBook, click here.