Room for Improvement for Companies when it comes to Live Chat – Study Finds
According to a recent research from CRM provider SuperOffice, a European supplier of CRM solutions21, percent of live chat requests go unanswered. Based on a performance analysis of 1,000 B2B and B2C websites in the US and Europe, the study found need for improvement in several other live chat-related areas. 55 percent of companies do not offer transcripts when a chat has ended, 45 percent do not ask users for feedback when a chat has ended, and 23 percent do not ask for contact information before a chat begins. Additionally, the average wait time for live chat support requests is 2 minutes and 40 seconds, while the average handle time for a request is 6 minutes and 50 seconds. Here are some tips to improve your live chat efforts: Prioritize all chat requests – Customers expect an immediate response when they are using a channel to reach out to a company. Following are some simple ways to do it: Providing live chat as an option only when the necessary resources are availabl