ATG (Art Technology Group, Inc.), a provider of commerce solutions, announced the results of a consumer survey that explores shoppers' perceptions of - and preferences for - live help options such as click to call and click to chat when browsing and buying products or services online.
The most striking data from the survey found that 67 percent of consumers value the option of having both a live text chat and a live voice conversation to get the help they need when making online purchases. The survey also found that live help availability on Web sites is not meeting the demand that exists among consumers -- only 21 percent and 37 percent of respondents have tried click to call and click to chat respectively, despite indicating a clear preference for live help versus other online service options, such as email inquiries.
Several other key conclusions of the survey of over 1,000 Internet users found:
-- Online consumers rated the availability of live help as the third most important of seven core Web site features
-- 70 percent of consumers rated click to call – defined as a direct connection with a live voice agent without having to go through an Interactive Voice Response system (IVR) – as "extremely useful" or "very useful"
-- Certain factors such as higher-priced products or services, complexity of questions, errors in the transaction process, and sensitivity of information were identified as main determinants for consumers choosing live call over live chat
More information on the service and support industry can be found at www.supportindustry.com
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