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I don’t believe that there has been too much of a learning curve for our audience to use live chat.We’ve been pleased with the number of individuals who reach out to us through live chat on a daily basis.” In our discussions, we also found that, while customer age is an important factor, it is not the only one.
In our discussions with businesses that use live chat, we found that many affirm the relationship between age and preference.
To provide this kind of service, however, companies must not only understand the questions customers have at each stage, but be there to offer answers.
Online live chat is proving to be one of the best service channels for meeting customers’ needs throughout their journey, from first contact through post-sale support.
There are cases in which the convenience and immediacy of live chat make it the preferred channel, even when the target demographic has a general preference for phone.
Patrick Freuler, founder of online hearing aid vendor Audicus, explains that his customers do make regular use of live chat.
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The most obvious reason for this is that the customers are already online, and thus can use live chat with little effort: they don’t need to reach for the phone or worry about hold times, and they can expect a quicker answer than if they called or emailed.