Live chat & Email support for customer service is considered a win/win proposition for the enhanced customer journey and brand engagement. It has become one of the leading digital contact methods for online customers. Live chat and email support customer service is likely to be 2 times more popular than email support and 3 times more likely than social channels as users find it more useful than any other communication channel and feel a better customer experience.
Customers expect support from the brands as quickly as possible. According to Customer trends report 2020, 28% of the customers expect a reply within 5 minutes of their complaint lodged. Customers irrespective of demographic segment and age ranges love live chat services because:
- It is more convenient and quicker than a traditional voice call
- More personalized compared to an email response
- More private than any kind of social interaction
- It strengthens the customer experience for any brand
- It solves customer issues before they become bigger
- Prevent cart abandonment
- It reduces response time for resolving a customer issue