Brands seeking to improve their customer service offerings should strongly consider adding a chat option and promoting it aggressively: 57% of surveyed consumers said they were "happy" with chat applications on web sites or social networks, with an additional 14% pronouncing themselves "extremely happy."
But chat apps shouldn't entirely replace call centers, which offer significant opportunities for companies to score points with consumers: 91% say they would stay loyal to a company after a good call experience. However, retailers must make sure agents are well-trained, polite and armed with customer-specific data: 82% of consumers say they would switch companies after a bad call center experience.
Learn more about how listening to customers impacts the bottom line in this infographic from CallMiner Eureka.
Source: CallMiner Eureka.