Customer Experience News & Trends

Do customers want to ‘chat’ with you?

Do customers on your website want to chat or be left alone?

Go ahead, reach out.

More than half of customers would accept a proactive chat invitation while they shopped online, a Bold Software survey recently found. Even better, 72% of the big spenders – who put out $150 or more – were receptive to online chat invitations.

Just like in a retail store setting, customers are often reluctant to ask for help. But when a customer service pro offers help, they’re happy to take it.

If you don’t have online, real-time chat abilities yet, you can still make a good service impact on customers who are using your website. Some keys:

  • Make sure the customer service number is prominent on all of your company’s website pages, and
  • Post e-mail addresses for several employees on the contact page. Even better, post photos beside the addresses so customers know they’re reaching out to real people.

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