HIGH CUSTOMER SATISFACTION AND LOW HANDLE TIME?
Meet your customers' needs in the channel they prefer
Chat adoption is accelerating. It's becoming the channel of choice for customers because it delivers the customer experience they demand:
Chat adoption increased by
20% over the past 5 years
according to Forrester
Customer satisfaction for chat
is 73% with average handle
time being the second fastest
56% of millennials prefer live
chat over phone
As a result, an increasing number of companies are investing in chat with 44% supporting the capability today and another 37% planning to add the channel within the next year. How can you be sure that you’re ready to meet the increasing demand to serve customers via chat? Take a look at the insights available in our Care Chat Resource Center, and contact TeleTech today to see how we can bring these best practices to your business.
When Do You Use Chat? Let Your Customer Choose
Chat usage rates as a customer service engagement channel have grown in the past five years – a trend that isn’t likely to change. It’s no longer about defecting calls to digital channels – it’s about optimizing these channels to meet customer needs. In this new blog from TeleTech chat expert Kimberly Johnson, we present best practices and key takeaways for delivering care via chat.
Moving from interaction to engagement
To meet the needs of your customers in the channel they prefer – and drive higher satisfaction levels -- your chat capabilities must be ready to respond to the growing demand. In our new eBook, you’ll learn requirements, to-dos, and best practices that will turn your chat program from a transactional interaction channel to a supercharged engagement platform.
CLIENT CASE STUDY
Superior Care Eases Tax Season Stress
A leading tax preparation software company needed to stand out from the competition with efficient operations and a superior customer experience, particularly for consumers and small business customers. With tax information constantly changing, customer service staff must have the right tools to provide a great experience to customers. Learn how we helped our client use live chat to improve the customer experience and drive growth.
The TeleTech 2015 Customer Experience Benchmark Research Report
A TeleTech research study recently looked at customer experience priorities and how well businesses are responding. The report evaluated channel usage – including chat – and revealed that businesses can do more to effectively align their investments with customer preferences. Download the eBook to get the research results and better understand customer expectations when it comes to channel availability.
CLIENT CASE STUDY
Increasing Loyalty and Profitability with a Multichannel Solution
A Fortune 500 financial services company was not content with simply offering the best customer experience in the industry. Instead, it wanted to widen the gap between it and its competitors by adding multichannel support across platforms, including IVR, web chat, and mobile. The client turned to TeleTech to combine these disparate modes of interaction for across-the-board excellence in service.