Online Customer Care finding and contact centre solutions

Silvia Planella/ July 10, 2013/ blog

Liveperson, leading provider of web chat software, has recently published a study in relation to shopping habits online.

The main findings of the study and Arema Connect’s solutions proposed:

Live Person Findings

Arema Connect solutions

83% of internet buyers recognise that they need some form of support during their online journey. Internet is open 24 by 7. Support your customer all day long.
59% would like more choice in how to contact online brands. Offer them a multichannel approach to your customer care policy
93% of shoppers see real-time help as useful when shopping online. Phone and live chat options are the most effective forms of CRM support.
57% are requesting live chat support. Provide them with live chat support 24 by 7

Difficulty with online customer service/support, e.g., wanting to ask a question or not finding the answer (37%) and difficulty in getting any help on the website (30%) increases abandonment of online purchases.

Review your website’s structure, provide them with self-help guidelines and offer them the support of a real agent through your live chat support service

61% would like to call customer services support

Check out our 24 by 7 telephone answering service. Remember that the web is never closed for business.

60% would like to e-mail customer services support

An E-mail handling team will complementCRM  your CRM sales support team