Providing customer service in a digital world presents a whole host of challenges.
While it's useful to know as much as you can about typical live chat users (see infographic below), it remains essential to have the best tools at your digital disposal.
While many enterprises are turning to automated help desk solutions (check out Website Magazine's 2013 Help Desk Comparison Chart) to lessen some of the burden for these important personnel, more can be done.
Live chat solution provider Offerchat for example has released a new feature that gives customer service agents an option to convert a response to a saved response. As you might imagine, that reduces repetitive replies and could ultimately reduce the stresss that comes with delivering quality high-quality customer support and improve the handling of pre-sales inquiries.
Below you will find an infographic from Offerchat about the demographics and behavior of typical live chat users.
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Digital marketing executive with proven experience in all aspects of search engine optimization (SEO), performance-based advertising, consumer-generated/social media, email marketing, lead generation, Web design, usability, and analytics. - 20-year Internet marketing veteran, currently serving as the Digital Marketing Campaign Manager at Antenna Group (formerly Chicago Digital). - Former Editor-In-Chief of Website Magazine, and a regular speaker on Web technology digital marketing strategy - Author of several books on digital marketing Including Web 360: The Fundamentals of Web Success; Affiliate 360: The Fundamentals of Performance Marketing; Domains 360: The Fundamentals of Buying & Selling Domain Names, and SEO 360: The Fundamentals of Search Engine Optimization.