Customer Experience and Design

Your Customers Love to Chat – Is Your Business Listening?

Your Customers Love to Chat – Is Your Business Listening?

Chat is one of my favorite channels of support. Think about it from a customer’s perspective. What is the easiest way to get one and done support?

Your Customers Love to Chat – Is Your Business Listening?Voice support is quick, once you get past the IVR prompt and holding queue. Social channels can be limiting based on #characters and can take time to turn around. Email support generally has 24hr turnaround for the first response and is rarely one and done. Portal self-service takes authentication and can require much back and fourth.

The Digital Essentials, Part 3
The Digital Essentials, Part 3

Developing a robust digital strategy is both a challenge and an opportunity. Part 3 of the Digital Essentials series explores five of the essential technology-driven experiences customers expect, which you may be missing or not fully utilizing.

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Chat is natural, it is how we interact with friends and colleagues over instant messenger, it’s how we SMS each other, it’s how we blog or ask questions on forms – only there is (most likely) a real person at the other end listening and waiting to help you real-time.  It is often more honest, as your customer base will likely tend to be more candid within a chat session than speaking directly over the phone. 2013 also saw a 24% increase in chat usage for support.

More importantly, chat offers the highest level of customer satisfaction after voice.

Think about that for a second. Then think about the setup costs and effort involved for voice vs chat support. With chat, you don’t need hardware, or IVR tree maps, or soft-phone integration, or teams of agents huddled in call centers. It’s a quick and easy setup, easier to audit and train on, independent of hardware, more conducive to telecommuting & easier to quickly expand to new geos.

Chat a support channel is on the rise and the way we socially interact is prompting this change. Will your business be prepared to support this channel?


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Lead Salesforce Consultant and Service Cloud Evangelist

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